The Service Delivery Leader is a newly created role responsible for the operational reporting and coordination backbone of the client's back-office function — the day-to-day engine behind new business, renewals, endorsements, cancellations, audits, and inspection recommendations. This role gives client leadership reliable, real-time visibility into service delivery — task turnaround, renewal pipeline, new business activity, and team performance — and acts as the day-to-day link between India-based back-office operations and the client's US-based Operations Manager.
This is an individual-contributor leadership role — the person in this seat owns the reporting rhythm the rest of the organization runs on.
Key working relationships
- Client's Operations Manager (San Antonio, TX) — day-to-day functional reporting
- Client's Agency Manager — close working relationship on reporting and ad hoc priorities
- Back Office Manager & back-office team leads — day-to-day coordination; no reporting relationship in either direction
- Reporting & KPIs
- Own production and distribution of recurring KPI reports covering task turnaround, service levels, and team performance across the policy lifecycle
- Compile and maintain the Task Report (open and closed tasks in EZlynx), Missed Calls Report, Renewal Book-of-Business tracking, and New Business Report on a defined cadence
- Track Inspection Recommendation status and follow-through — ensuring flagged recommendations get actioned, not just logged
- Maintain an Aging Task view — tasks open beyond expected turnaround — as a standing input to team-lead check-ins
- Review Coverage Compliance Verification reports against the agency's compliance matrix, flagging gaps before they become E&O exposure
- Track client relationship health through data signals — renewal retention, complaint volume, response times — flagging accounts showing early signs of cooling
- Maintain HR-adjacent reporting — attendance, training completion, disciplinary tracking — in coordination with back-office leadership
- Flag trends, bottlenecks, and process gaps to the Operations Manager before they become client-facing issues
Coordination & Relationships
- Build and maintain working relationships with both team leads and individual CRMs/processors — the numbers only tell half the story; this role is about understanding the reasoning behind an open task, a missed call, or a stalled inspection recommendation, not just counting them
- Run regular check-ins with back-office team leads and SMEs on service levels, open issues, and workload; go directly to the individual handling a specific item when it needs unpacking
- When a task stalls, dig into why, work with the person handling it to help move it forward, and flag upward only what genuinely can't be resolved at this level — the goal is fewer routine issues landing on the Agency Manager's desk, not more
- Act as the primary operational point of contact between the Operations Manager and day-to-day back-office activity, translating priorities in both directions
- Support the Operations Manager and Agency Manager with ad hoc analysis, meeting prep, and follow-through on action items
Process
- Monitor adherence to documented SOPs — task notation standards, EZlynx labeling protocols, folder structure — and flag systemic gaps
- Maintain and improve the reporting templates and tracking sheets used across the back office
Requirements
- 5+ years in BPO/shared-services operations, including experience leading a team (role itself stays individual contributor — the experience buys credibility with team leads, not authority over them)
- Comfortable building rapport with both team leads and individual staff — without formal authority, trust is the actual lever this role runs on
- Bachelor's degree in Commerce, Business, or a related field
- Hindi required; additional languages a plus. English needed for internal reporting and coordination, not client-facing communication
- Evening/night IST shift, overlapping US business hours
- Strong Excel skills (pivot tables, dashboards) required; EZlynx or a comparable agency/policy management system, and Power BI/Tableau or similar, are a plus but not required
- Track record of building and presenting operational or KPI reporting to leadership
- Experience facilitating cross-functional meetings and driving follow-through, even without formal direct reports
- Open on notice period for the right candidate
Pay: ₹1,282,359.41 - ₹2,590,541.29 per year
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
