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USI-EH27-Consulting-Contact Centre-Operations Vice President
senior · Consulting
Customer
The Customer Team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, GenAI, transformative technologies, and creative design. We enable Deloitte client service teams to enhance customer experience and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital product and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects, balancing business strategy, technology, creativity, and ongoing managed services to help solve the biggest problems that impact customers, partners, constituents, and the workforce. We also offer Business Process as a Service, enabling organizations to streamline operations and achieve greater efficiency through scalable, technology-enabled managed insights that guide ongoing transformation and operational excellence.
Level: Contact Centre -Operations Vice President or equivalent
Work you’ll do:
The Vice President of Contact Centre Operations is the most senior leader of the contact centre function, with full organisational, commercial, and strategic accountability. The VP sets the vision and direction for the entire operation, leads the most senior stakeholder relationships, and represents the function at board and C-suite level. This is a transformational role demanding visionary leadership, deep commercial expertise, and an unwavering commitment to customer excellence. .
Job Responsibilities:
- Own the vision, strategy, and performance of the entire contact centre function globally or regionally
- Set the long-term operating model, capability roadmap, and investment agenda
- Serve as the executive sponsor for all strategic transformation and innovation programmes
- Lead the P&L for the contact centre function, driving profitable growth and cost optimisation
- Build and maintain board and C-suite level relationships with clients, partners, and regulators
- Champion a customer-centric culture across the entire organisation
- Represent the contact centre function in board presentations, investor forums, and public engagements
- Drive organisational design, talent strategy, and succession planning at the most senior level
- Shape enterprise-wide policy on customer experience, compliance, and operational standards
- Lead mergers, acquisitions, or outsourcing decisions relevant to the contact centre function
Location: Hyderabad/ Chennai
Education:
- Bachelor's degreerequired;
Experience:
- 15+ years of progressive leadership experience, withsignificant timeatSeniorlevel
- Proventrack recordof building and leading world-class contactcentreor CXorganisations
- Deepexpertisein digital transformation, CX strategy, and technology enablement
- Board-level communication skills and executive presence
- Experience managing complex multi-geography, multi-client operations
- Strong regulatory and compliance awareness across relevant markets
The team:
Our Digital Foundry Operate & Innovations (DFO&I) team partners with organizations to rapidly design, build, and scale digital products and experiences that drive business growth and elevate customer engagement. As a multidisciplinary group of strategists, designers, engineers, and operations specialists, we deliver end-to-end solutions—from initial concept and agile development to ongoing digital operations—enabling clients to experiment, iterate, and scale digital initiatives with confidence and agility. We support clients across domains such as strategy, commerce, marketing, sales, and service, helping them realize their digital ambitions through flexible, scalable teams. Our expertise spans the full digital lifecycle, including customer research, experience design, platform development, content production, and marketing automation. By bridging the gap between strategy and execution, we empower organizations to achieve measurable outcomes and deliver exceptional customer experiences in an ever-evolving digital landscape.
Core Competencies:
- Visionary Leadership— Creates and communicates a compelling long-term vision
- Board-Level Influence— Engages and directs at the highest levels of theorganisation
- Commercial Mastery— Delivers sustainable growth and shareholder value
- OrganisationalBuilder— Creates high-performing, diverse, and resilient leadership teams
- Customer Champion— Embeds customer excellence as a non-negotiableorganisationalvalue