Head of Service DeliveryAuthBridge • Haryāna, Republic Of India, IN

Head of Service Delivery

AuthBridge • Haryāna, Republic Of India, IN

1 day ago

Job description

About the role :

Manage the operations and customer service delivery process for the assigned projects / clients with end-to-end delivery of required solutions within pre-decided TATs and quality parameters
Quality assessment & Management

Qualification & Functional Skills :

Post-graduation or MBA (Preferred)

Excellent verbal and written communication skills.

Strong leadership, mentoring and relationship building skills with ability to effectively manage groups and individuals at various levels

Extensive knowledge of the principles, procedures, and best practices in the industry.

Excellent organizational skills and attention to detail.

Strong analytical and problem-solving skills.

Proficient with Microsoft Office Suite or related software.

Work Experience :

Minimum 12 years of relevant experience in Operations with service industry experience

At least 7 years’ experience of leading large operations team (BGV operations preferred)

Demonstrated ability to analyze, develop, and implement metrics and process enhancements that ensure key performance indicators are aligned with desired outcomes

Responsibilities :

Job Description – Operations Manager (Background Verification)

1. Lead Daily Operations & Delivery

Manage end-to-end execution of employee background checks (employment, education, address, reference etc.) ensuring high productivity, accuracy, and on-time delivery across a large team.

2. Team Leadership, Rostering & Performance Management

Handle workforce planning, shift / roster management, allocation of work, and real-time supervision.

Drive team motivation, especially during high-volume or stretch periods;

build a culture of accountability, speed, and quality.

3. Quality, Efficiency & Process Improvement

Identify bottlenecks, inefficiencies, and quality gaps;

redesign processes to improve TAT, reduce rework, and enhance throughput.

Build and implement SOPs and best practices to strengthen operational control.

4. Problem-Solving & Escalation Management

Act as the go-to problem solver for delivery challenges, client escalations, or internal process breakdowns—ensuring timely root-cause analysis and corrective actions.

5. Operations Vision & Transformation

Define the vision for the operations function and build a roadmap to achieve higher efficiency, cost reduction, and a scalable delivery model.

6. Automation, AI & Technology Enablement

Drive adoption of automation, AI tools, and workflow optimizations to reduce manual effort, increase speed, and create a tech-first operations engine.

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Head Delivery • Haryāna, Republic Of India, IN

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