CEM Delivery Utilities

Delivery Leader – Utilities Job Description Role/Job Title: AGM / AVP Job Description Lead large‑scale Utilities Operations covering multiple geographies and be conversant with the overall Utilities Value Chain from Transmission, Distribution to Retail. Own delivery excellence, regulatory compliance, financials, transformation, and senior Global client relationships in a complex, multi‑LOB environment. Job Responsibilities • Provide hands‑on leadership for the Utilities Vertical • Act as a SME with deep understanding Utilities Value Chain as well as emerging Technologies • Own end‑to‑end KPIs and SLAs including basic metrices for e.g., AHT, ASA, FCR, quality, accuracy, CSAT, NPS • Ensure compliance with geographic regulations • Drive cost‑to‑serve reduction through workforce optimization, automation, and AI‑led interventions • Lead transformation initiatives including digital self‑service, contact reduction, intelligent routing, and agent assist to name a few in the Contact Center and Optimization via Automation in the Back Office • Proactively identify and mitigate operational, regulatory, and compliance risks • Support all pursuits and expansions with SME ownership for solutioning, pricing, and operating model design • Own delivery financials including budgeting, productivity targets, and P&L performance • Build leadership capability across Managers and Senior Managers and drive a high‑performance delivery culture Critical Skills: Management Skills: • Proven leadership of large‑scale contact center operations / Utilities Operations • Strong understanding of Utilities and cost drivers, exposure to Life Science and Health Care will be an added advantage • Expertise in SLA governance, CMS audit readiness, and compliance management • Executive‑level communication and stakeholder management • Exposure to analytics, automation, and AI‑enabled contact center workflows • Lean Six Sigma Green or Black Belt certification preferred Desired skills: • Led healthcare / Utilities operations across claims, provider relations, Enrollment, eligibility, and member services / Utilities Domain • Hands‑on experience with multiple core systems • Proven exposure to analytics, automation, AI‑enabled workflows, and innovation initiatives • Lean Six Sigma Green/Black Belt certification preferred Person Specification • Strategic, customer‑centric, and solution‑oriented leader • Balances operationa l execution with long‑term business planning • Influential leadership presence at senior stakeholder levels • High ownership, accountability, and integrity in healthcare operations • Thrives in ambiguity and fast‑changing business environments Experience: • Bachelor’s or master’s degree in business or related discipline • 18+ years exclusively in BPO with at least 15+ years in contact center leadership / Utilities / HealthCare Domain • Experience leading large transitions, transformations, or deal pursuits • U.S. healthcare industry certifications will be an advantage Equal Opportunity Statement We are an equal opportunity employer and value diversity at all levels of the organization. Employment decisions are made without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other legally protected status. </div