Sopra Steria
Associate General Manager-Operations- BPO Team
Noida, Uttar Pradesh, India · On-site · Full-time
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About the role
Description from the employer’s posting. Check the employer’s page for the current version.
- EmployerSopra Steria
- LocationNoida, Uttar Pradesh, 201304, India
- Work styleOn-site
- Employment typeFull-time
- Employer posted
Role Purpose
Lead end-to-end delivery for UK delivery Unit, ensuring operational excellence, client satisfaction, and strong financial performance.
Act as second-in-command to the Delivery Head, providing leadership continuity, driving strategic initiatives, and ensuring seamless delivery across service towers.
Key Responsibilities
- Own delivery across Safe Dig, Streetworks, Telecom, and related operations
- Act as primary client interface and escalation lead in the absence of Delivery Head
- Drive P&L performance, productivity, and cost optimization
- Lead digital transformation initiatives (AI, RPA, analytics)
- Manage large teams and build leadership capability
- Support contract renewals, pricing, underwriting, and growth initiatives
Candidate Profile Must-Have Requirements
1. Delivery Leadership
- 12+ years in BPS/operations delivery
- Experience managing large, multi-tower accounts
- Strong SLA/KPI and governance track record
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2. Client & Stakeholder Management
- Experience with senior client stakeholders (Director/VP level)
- Ability to independently lead governance and business reviews
- Proven escalation management capability
3. Commercial & Financial Acumen
- Experience managing account financials (cost, margin, productivity)
- Exposure to commercial models (transaction/outcome-based), pricing, and contracts
4. Team Leadership
- Managed large teams (150+ FTEs or equivalent complexity)
- Strong performance management, leadership development, and retention capability
5. Operational Excellence
- Expertise in SLA/KPI frameworks and governance
- Proven productivity and efficiency improvement experience
6. Deputy Leadership Capability
- Ability to step into senior leadership roles
- Operate independently in high-visibility situations
Good-to-Have
- Experience in UK Utilities, Telecom, Infrastructure
- Exposure to Streetworks / Safe Dig / asset-based operations
- Experience in AI, RPA, automation, and analytics platforms
- Involvement in contract renewals, ITTs, pricing models, and growth pipelines
- Lean / Six Sigma certification
- Experience in large transitions and transformation programs
Key Success Indicators
- Consistent SLA/KPI achievement
- Margin improvement and cost optimization
- High client satisfaction and retention
- Successful delivery of transformation initiatives
- Ability to independently manage the account when required
Ideal Candidate Persona
- “Mini Delivery Head” mindset
- Strong operator with commercial acumen
- Capable of independently running the account
- Confident in client-facing, high-pressure environments
- Able to balance BAU delivery and transformation agenda
Total over all Experience Expected: 14-20 years
Graduate or above
Preferred MBA
Strong operator + commercial thinker
Can run the account independently when needed
Comfortable with client-facing, high-pressure environments
Able to balance BAU delivery + transformation agenda
At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.
All of our positions are open to people with disabilities.
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At a glance
- Work styleOn-site
- Employment typeFull-time
- SeniorityMid level
- Employer posted
- Added to ROLIVA
- Last checked
Skills in this posting
Skills ROLIVA found in the employer’s own description above. A mention is not a requirement.