Senior Director – Client Operations

Senior Services Head - Client Operations

Hybrid model – Onsite in Atlanta office 3 days per week

Business travel required

Job Description:

Infosys McCamish Systems is a growing and thriving fully owned subsidiary of Infosys BPM Ltd in Atlanta where we are looking for a Director/Services Head – Client Operations. In this role, you will be accountable to plan, organize, review and develop the capabilities of the Infosys McCamish Special Markets and RS units with the objectives to ensure sustainable and scalable business relationships with clients, meeting financial, customer, quality, process improvement and people objectives within the guidelines, policies and norms of Infosys McCamish.

This would include Business Planning & Review, Solution Design, Business Development, Transition Coordination: Resource planning (incl. Infra), process definition & documentation, SOW / Metric Determination, Process Training & Certification, Resource planning, Manpower Training, governance Planning, Performance Planning, SLA Compliance, Customer Interaction, Financial Review, Governance compliance, Knowledge Management, Automation and Transformation.

Responsibilities:

• Clients: Through successful service delivery and SLA management, ensure client satisfaction and retention. Partner with various support departments to facilitate client growth and expansion. Able to develop business cases and lead credible discussions with clients to articulate the company values and strategy. Ensure high degree of customer delight evidenced in client references and Infosys CVS scores
• Business: Ensure the financials of the unit are monitored, displayed and promote a P&L mindset within the organization and continuously meet or exceed the expectations on key metrics such as revenue and margin. Oversee organizational adherence with processes, policies, and best practices. Challenge the status quo and identify opportunities to improve quality, efficiency, and results. Manage through leveraging expertise, knowledge, tools, and balanced scorecards.
• Employees: Lead by example to foster a positive work environment in which employees professionally develop, grow, and contribute. Responsible for the ongoing professional development / evaluation of direct reports, accountability, and succession planning. Drive team members effectively towards the shared objectives of customer service and orientation.
• Leadership: Able to inspire and rally a team to quickly resolve challenges. Build leadership strength through individual self-accountability, training, and coaching. Develop a culture of continuous improvement. Identify opportunities for improvement, determine the root-cause of problem areas, analyze data, and solutions.
• TPA Strategy: Design and drive the strategy for the TPA teams in line with the business objectives and achieve and exceed unit goals. Contribute to the overall McCamish strategy formulation and execution by ensuring an integrated approach.
• Cross Functional: Support other departments in the organization by providing insight, data analysis, and operational expertise.

Basic Qualifications:

• Minimum of a bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• At least 14 years of experience related to the job description.

Preferred Qualifications:

• Proven leader in the Services sector with relevant experience in the retirement services and life insurance domain.
• Managing global operations at multiple locations in a complex setup.
• Experience handling profit and loss responsibility for a business unit.
• Experience in supporting the sales process including face to face in critical pursuit efforts
• Ability to identify and implement automation and process transformation.
• Will help to have worked with admin platforms to direct platform efficiencies, straight through processes, AI, etc.
• Communication Skills and ability to coordinate with various internal and external divisions for work.
• Analytical and Leadership skills

Note:

Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).

The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face.

Work Model

This role is hybrid work model, requiring onsite work 3 days per week in the Atlanta office location. This role will require business travel.

Who We Are

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 38 delivery centers in 13 countries spread across 5 continents, with 60,966 employees from 104 nationalities, as of September, 2025.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin

Infosys is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.

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