Delivery Director - BPO / BPaaS

• *Role description** ***Who we are:***

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human\-centered solutions for a better world.

UST is a mission\-driven group of over 30,000\+ practical problem solvers and creative thinkers in over 30\+ countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world. Visit us at .

• *BPO/BPaaS Delivery Leader**

• *You Are:**

A Senior Delivery Leader accountable for end\-to\-end service delivery, P\&L performance, and client satisfaction across a portfolio of BPO/BPaaS engagements (e.g., F\&A, procurement, HR, customer experience, or industry\-specific processes) delivered out of India. This role blends operational rigor with commercial ownership, transformation leadership, and executive\-level client relationship management — ensuring contracted SLAs/KPIs are met while continuously driving productivity, automation, and platform\-led ("as\-a\-Service") outcomes. The ideal candidate should have experience running back end offices for large scale corporation, should have really good understanding of the business functions . The candidate should have extensive experience in implementing automation in BPO environments.

• *The Opportunity:**

• Own the P\&L for the assigned delivery portfolio, including revenue, margin, cost\-to\-serve, and utilization targets.
• Drive end\-to\-end service delivery across multiple accounts/towers, ensuring adherence to contracted SLAs, KPIs, and governance frameworks.
• Lead large, multi\-location, multi\-shift delivery teams (Ops Managers, Team Leads, SMEs, Quality, WFM) across India delivery centers.
• Act as the senior escalation point and executive sponsor for key client relationships; represent delivery in QBRs/MBRs and contract renewal discussions.
• Lead transitions and transformation of new processes/accounts into BPaaS/platform\-based delivery models, partnering with Solutions, Transition, and Technology teams.
• Champion the shift from traditional labor\-arbitrage BPO to BPaaS — embedding automation (RPA/IPA), AI/agentic workflows, analytics, and outcome\-based pricing models into delivery.
• Drive continuous improvement using Lean/Six Sigma methodologies; own productivity, cost\-takeout, and efficiency roadmaps year\-over\-year.
• Ensure robust risk, compliance, and business continuity management (data security, regulatory, SOX/GDPR as applicable, BCP/DR readiness).
• Own workforce planning, capacity management, attrition control, and talent development strategies across the delivery organization.
• Partner with Sales, Solutioning, and Pricing teams on renewals, upsell/cross\-sell, and new deal shaping from a delivery feasibility standpoint.
• Report delivery of reports to senior leadership/board through structured governance cadences.

• **What you need*****:**

• 15 plus years of overall experience in BPO, BPaaS, shared services, or GBS delivery, with demonstrated P\&L ownership.
• Proven experience managing large, distributed delivery teams (500\+ FTEs) across multiple India locations and shifts.
• Strong track record of client relationship management at CXO/VP level, including contract renewals and escalation management.
• Experience leading BPO\-to\-BPaaS or digital/automation\-led transformation of delivery operations.
• Deep understanding of at least one core process domain — Finance \& Accounting, Procurement, HR, Supply Chain, or Customer Experience.
• Working knowledge of RPA, AI/agentic automation platforms, analytics/dashboarding tools, and modern ERP/ITSM ecosystems.
• Lean Six Sigma (Green Belt/Black Belt) or equivalent process excellence certification preferred.
• Bachelor's degree required; MBA or equivalent postgraduate qualification preferred.
• Executive presence and stakeholder management — comfortable operating at CXO level with clients and internal leadership.
• Commercial and financial acumen — P\&L management, pricing models (FTE, transaction\-based, outcome\-based).
• Transformation mindset — ability to sell and lead the shift toward platform/AI\-enabled delivery, not just steady\-state operations.
• Strong people leadership — talent development, succession planning, attrition management in a high\-volume operations environment.
• Crisis and risk management — able to handle service disruptions, compliance issues, and business continuity events calmly and decisively.
• Data\-driven decision\-making — comfortable with delivery dashboards, SLA/KPI reporting, and root\-cause analysis.
• Good understanding of the Claude related automation is an added advantage

• **What Success Looks Like (First 12 Months)***

• Contracted SLAs/KPIs met or exceeded across the portfolio with no major client escalations.
• Margin improvement plan defined and on track through automation/productivity levers.
• At least one process/account successfully transitioned or matured toward a BPaaS/platform delivery model.
• Strong client governance cadence established, with measurable improvement in client satisfaction (CSAT/NPS).
• Stable, engaged delivery leadership bench with a clear succession pipeline.

• **What we believe****:*

• We’re proud to embrace the same values that have shaped UST since the beginning. Since day one, we’ve been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone to champion diversity and inclusion, and to place people at the center of everything we do.*

• **Humility:***

• We will listen, learn, be empathetic and help selflessly in our interactions with everyone.*

• **Humanity:***

• Through business, we will better the lives of those less fortunate than ourselves.*

• **Integrity:***

• We honor our commitments and act with responsibility in all our relationships.*

• **Equal Employment Opportunity Statement***

• UST is an Equal Opportunity Employer.*

• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.*

• UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.*

• *Skills**

Business Operations, Process Improvement, Stakeholder Management, Account Management

• *About UST**

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future\-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.