Regional Delivery Lead – Onshore Operations

Regional Delivery Lead – Onshore Operations

Location: Primarily remote with occasional travel to client sites

Job Summary

We're seeking a Regional Delivery Lead to oversee day-to-day delivery across one or multiple clients. This role reports to and partners closely with our Global Operations team to maintain eClerx's standards of quality, governance, and operational excellence.

The Regional Delivery Lead is client-agnostic, ensuring resources are deployed effectively across accounts, performance standards are consistently met, and delivery risks are identified and managed proactively. You will serve as a first line of escalation for client concerns, lead onshore delivery teams, and work cross-functionally with Account Management, Business Development, HR, and Finance while focusing on team management, employee performance and development, and continuous improvement.

This role requires someone sharp, resourceful, and self-directed, capable of balancing structure with ambiguity, solving problems quickly, and maintaining composure under pressure.

Responsibilities

• Delivery & Operations
  • Oversee onshore delivery teams, ensuring BAU workflows are executed with consistency, quality, and timeliness.
  • Partner with global operations to align delivery models, maintain governance standards, and ensure seamless coordination.
  • Serve as the first line of escalation for delivery and operational issues; resolve independently wherever possible and escalate further only when necessary.
  • Monitor and analyze daily performance data to identify risks, bottlenecks, and opportunities before they affect clients.
• Governance, Reporting & Risk Management
  • Establish strong delivery governance frameworks aligned with global standards.
  • Define, track, and report on key KPIs such as utilization, SLA adherence, quality, and efficiency.
  • Anticipate delivery risks and implement mitigation strategies proactively.
  • Provide structured updates and insights to leadership, ensuring transparency across accounts.
• People Management & Scaling
  • Quickly assess team skillsets and allocate resources effectively across clients.
  • Lead performance management, coaching, and career development of consultants.
  • Partner with HR on workforce planning, recruitment, and role design to build and scale delivery teams.
• Organizational Design & Continuous Improvement
  • Design scalable delivery structures to support business growth.
  • Drive continuous improvement through process optimization, automation, and best practices.
  • Create consistency in delivery approaches across different clients and accounts.
• Stakeholder & Relationship Management
  • Build effective working relationships with global operations, client engagement managers, HR, finance, and other support teams.
  • Partner with business development teams to represent delivery capabilities where required, including sharing team profiles and supporting proposals.
  • Engage with clients when needed while maintaining confidence in delivery standards and protecting team effectiveness.

Eligibility Requirements

• Experience in service delivery, client services, or operations leadership (outsourcing/BPO experience strongly preferred).
• Proven experience leading teams in fast-paced, client-facing environments with a focus on governance and delivery excellence.
• Strong analytical skills; ability to make sound decisions quickly with imperfect information.
• Excellent stakeholder management and communication skills across multiple geographies and functions.
• Demonstrated success in workforce planning, organizational scaling, and performance management.
• Resilience, adaptability, and confidence to enforce delivery standards even under client pressure. 

About eClerx

eClerx is a leading provider of productized services, bringing together people, technology and domain expertise to amplify business results.​

The firm provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world's leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 19,000 people across Australia, Canada, France, Germany, Switzerland, Egypt. India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.

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eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here