ARDEM is a US-based managed operations and business process outsourcing company supporting clients across finance operations, data processing, back-office workflows, logistics, utilities, healthcare administration, and other recurring operational processes.
We are hiring a Project Owner / Service Delivery Operations Lead to own the daily execution and client-facing delivery management of assigned managed operations workflows.
This is not a coordinator role. ARDEM is hiring a client-facing service delivery owner who can run managed client workflows with daily production control, proactive communication, visible governance, team leadership, SLA/TAT discipline, risk management, and continuous improvement.
The right candidate has experience leading production teams, controlling queues and backlogs, managing SLA/TAT performance, communicating directly with clients, identifying risk early, and improving how work gets done. This person should create confidence for the client by showing visible command of the work.
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Own daily production control for assigned client workflows, including incoming volume, completed work, backlog, aging, SLA/TAT risk, blockers, staffing capacity, urgent client requests, and next-24-hour priorities.
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Lead the delivery team by assigning work, clarifying priorities, monitoring output, coaching performance, addressing attendance/capacity issues, and ensuring analysts understand expectations.
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Communicate directly with clients through delivery calls, status updates, escalation communication, action-item recaps, and proactive risk notifications.
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Run weekly governance for assigned accounts: output, SLA/timeliness, quality, backlog/aging, open issues, client dependencies, staffing/coverage, risks, corrective actions, and next steps.
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Maintain process control through current work instructions, process maps, exception rules, quality checklists, training notes, issue logs, change logs, and ownership of the latest approved process version.
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Identify delivery, quality, staffing, access, documentation, client-dependency, scope, backlog, and trust risks early; escalate with facts, impact, timeline, recommendations, and required support.
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Drive continuous improvement by identifying repeat issues, root causes, rework patterns, process waste, training gaps, and opportunities to improve accuracy, speed, visibility, and client experience.
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Partner with Solutions & Transition during launch/stabilization and accept delivery ownership after internal handoff.
5–10+ years in BPO/BPM, managed services,
- d services, back-office operations, data operations, logistics operations, contact center operations, or client operations.
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Experience as Assistant Manager – Operations, Deputy Manager – Operations, Team Lead / Senior Team Lead, Process Lead, Service Delivery Lead, Client Operations Lead, or similar role.
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Has managed real production work: queues, daily volumes, backlog, aging, SLA/TAT, quality, staffing, team output, and client escalations.
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Strong English communication with direct client-facing experience. Must be able to lead calls, write clear updates, manage expectations, and communicate risk proactively.
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Comfortable working in a high-ownership environment where waiting for instructions is not acceptable.
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Production command – always knows current volume, status, backlog, aging, staffing, blockers, and SLA risk.
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Client trust-building communication – clear, proactive, factual, non-defensive, and action-oriented.
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Ownership mindset – does not wait to be told, does not hide behind analysts or circumstances, and escalates early when risk is material.
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Governance discipline – can run weekly reviews, manage action logs, send recaps, and close loops.
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Risk and corrective action – can identify early warning signs, perform root cause thinking, assign owners/dates, and verify that fixes work.
This is a 100% remote role. Candidates must have their own Windows-based system that meets the following specifications:
Device Type
Windows Laptop or Desktop
Screen Size
Minimum 14 inches
Screen Resolution
Full HD (1920 × 1080)
Processor
Intel Core i5 (or higher)
RAM
Minimum 8 GB or more (Mandatory)
Software
AnyDesk (Installation Required)
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100% Remote Work (Work From Home)
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Structured Learning & Development Program
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Dedicated Mentorship from Industry Professionals
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Group Health Insurance Coverage
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Professional Skill Development
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Exposure to International Business Processes
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Career Growth Opportunities
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Collaborative and Learning-Focused Work Culture
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Employee Provident Fund (EPF) Benefits as per company policy after probation completion
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Eligibility for the Company’s Profit-Sharing Program upon successful confirmation as a full-time employee, subject to company policy and performance criteria
