FNA Delivery Head Utility Operation

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 operational 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