Delivery Manager — US Accounting BPO Operations

Years of Experience: 13 – 17 years total experience in BPO / KPO / IT-ITES delivery,

5+ years in a Delivery Manager / Operations Manager

DELIVERY OWNERSHIP: Run day-to-day operations for one or more US client engagements (accounting / bookkeeping / payroll / CFO services). Own SLA adherence, quality, TAT, and client satisfaction.
TEAM LEADERSHIP: Manage a span of 15+ direct/indirect reports — Team Leads, Senior Associates, Associates. Drive performance management, capacity planning, shift rosters across US-overlap timings.
CLIENT RELATIONSHIP: Primary point of contact for assigned US clients. Handle escalations, weekly/monthly governance calls, quarterly business reviews. Build trust with US-based business owners and CPAs.
ATTRITION & ENGAGEMENT: Hold attrition under control through coaching, R&R, career-pathing. Partner with HR Lead on hiring, onboarding, engagement programs.
PROCESS & QUALITY: Drive process improvements, automation, transition management for new clients. Maintain SOPs, audit trails, quality dashboards.
AWARENESS: Own delivery P&L visibility — utilization, billable hours, margins. Flag commercial risks early.
ESCALATION HANDLING: Calm, structured first responder for client escalations. Document, root-cause, close.