Delivery Manager (Finance & Accounting)
Gratitude IncDelivery Manager (Finance & Accounting)
Job Description
Key Skills
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Delivery Manager (Finance & Accounting)
Role: Delivery Manager
Location: Kolkata / Thane
Experience: 10–15 Years
Educational Qualification
B.Com / M.Com
MBA (Finance)
ICWA
Chartered Accountant (CA)
Experience
10–15 years of experience in Finance & Accounting Operations, Shared Services, or BPO.
Proven experience in Delivery Management with end-to-end operational ownership.
Experience managing large teams of up to 400 employees across multiple functions.
Strong exposure to client management, service delivery, governance, and P&L management.
Key Responsibilities
Customer Management
Build and maintain strong client relationships through regular governance and review meetings.
Manage client-defined SLAs, KPIs, and internal operational metrics.
Understand client business requirements and deliver effective operational solutions.
Drive customer satisfaction through proactive planning, execution, and service excellence.
Identify improvement opportunities through Root Cause Analysis (RCA), trend analysis, and customer feedback.
Delivery Management
Monitor daily operational performance and implement strategies to improve productivity and quality.
Ensure consistent achievement of SLA, quality, and business targets.
Manage workforce planning, staffing, and future resource pipeline.
Establish and maintain strong governance frameworks for internal and client operations.
Lead periodic business reviews with clients and senior stakeholders.
Manage project budgets, revenue, cost optimization, gross margins, and P&L.
Drive audit readiness, compliance, and risk management initiatives.
Handle business escalations and ensure timely issue resolution.
People Management
Lead and mentor teams of up to 400 employees across multiple operational functions.
Conduct performance evaluations, coaching, and career development discussions.
Drive employee engagement, motivation, retention, and succession planning.
Create opportunities for learning, development, and internal career progression.
Infrastructure Management
Ensure uninterrupted software and hardware infrastructure to support business operations.
Coordinate with technology support teams to minimize downtime and maintain business continuity.
Ensure effective seat utilization and operational readiness.
Collaborate with support functions to maintain a stable and compliant operational environment.
Required Skills
Strong knowledge of Finance & Accounting operations.
Excellent client and stakeholder management skills.
Strong leadership and people management capabilities.
Experience in Delivery Management, Governance, and Service Excellence.
Strong analytical and problem-solving skills.
Good understanding of P&L, budgeting, revenue, and cost management.
Experience in SLA, KPI, and operational performance management.
Excellent communication, presentation, and negotiation skills.
Strong conflict resolution and decision-making abilities.
Ability to mentor teams and manage large-scale operations.
Strong planning, execution, and organizational skills.
High level of customer focus and ownership.
Ability to work in a dynamic environment with changing priorities.
Willingness to work in rotational shifts, if required.
Preferred Competencies
Experience in Shared Services or Global Business Services (GBS).
Exposure to Continuous Improvement, Lean, or Six Sigma methodologies.
Experience handling large enterprise clients.
Important Notes
Ex-TCS employees are not eligible to apply.
PAN Card and Date of Birth (DOB) are mandatory for profile creation.
Mandatory Questionnaire
Please complete the questionnaire before applying.
Questionnaire Link: https://myglit.com/lateral/cref/46c2bd8b05
Role
Customer Delivery Manager
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Non-Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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