Project Owner / Service Delivery Operations Lead – Managed Operations

ABOUT ARDEM

ARDEM is a US-based managed operations and business process outsourcing company supporting clients across finance operations, data processing, back-office workflows, logistics, utilities, healthcare administration, and other recurring operational processes.

We are hiring a Project Owner / Service Delivery Operations Lead to own the daily execution and client-facing delivery management of assigned managed operations workflows.

THE OPPORTUNITY

This is not a coordinator role. ARDEM is hiring a client-facing service delivery owner who can run managed client workflows with daily production control, proactive communication, visible governance, team leadership, SLA/TAT discipline, risk management, and continuous improvement.

The right candidate has experience leading production teams, controlling queues and backlogs, managing SLA/TAT performance, communicating directly with clients, identifying risk early, and improving how work gets done. This person should create confidence for the client by showing visible command of the work.

CORE RESPONSIBILITIES

• Own daily production control for assigned client workflows, including incoming volume, completed work, backlog, aging, SLA/TAT risk, blockers, staffing capacity, urgent client requests, and next-24-hour priorities.
• Lead the delivery team by assigning work, clarifying priorities, monitoring output, coaching performance, addressing attendance/capacity issues, and ensuring analysts understand expectations.
• Communicate directly with clients through delivery calls, status updates, escalation communication, action-item recaps, and proactive risk notifications.
• Run weekly governance for assigned accounts: output, SLA/timeliness, quality, backlog/aging, open issues, client dependencies, staffing/coverage, risks, corrective actions, and next steps.
• Maintain process control through current work instructions, process maps, exception rules, quality checklists, training notes, issue logs, change logs, and ownership of the latest approved process version.
• Identify delivery, quality, staffing, access, documentation, client-dependency, scope, backlog, and trust risks early; escalate with facts, impact, timeline, recommendations, and required support.
• Drive continuous improvement by identifying repeat issues, root causes, rework patterns, process waste, training gaps, and opportunities to improve accuracy, speed, visibility, and client experience.
• Partner with Solutions & Transition during launch/stabilization and accept delivery ownership after internal handoff.

WHAT WE’RE LOOKING FOR

• 5–10+ years in BPO/BPM, managed services, shared services, back-office operations, data operations, logistics operations, contact center operations, or client operations.
• Experience as Assistant Manager – Operations, Deputy Manager – Operations, Team Lead / Senior Team Lead, Process Lead, Service Delivery Lead, Client Operations Lead, or similar role.
• Has managed real production work: queues, daily volumes, backlog, aging, SLA/TAT, quality, staffing, team output, and client escalations.
• Strong English communication with direct client-facing experience. Must be able to lead calls, write clear updates, manage expectations, and communicate risk proactively.
• Comfortable working in a high-ownership environment where waiting for instructions is not acceptable.

MUST-HAVE CAPABILITIES

• Production command – always knows current volume, status, backlog, aging, staffing, blockers, and SLA risk.
• Client trust-building communication – clear, proactive, factual, non-defensive, and action-oriented.
• Ownership mindset – does not wait to be told, does not hide behind analysts or circumstances, and escalates early when risk is material.
• Governance discipline – can run weekly reviews, manage action logs, send recaps, and close loops.
• Risk and corrective action – can identify early warning signs, perform root cause thinking, assign owners/dates, and verify that fixes work.

WORK FROM HOME REQUIREMENTS

This is a 100% remote role. Candidates must have their own Windows-based system that meets the following specifications:

WHY JOIN ARDEM

• 100% Remote Work (Work From Home)
• Structured Learning & Development Program
• Dedicated Mentorship from Industry Professionals
• Group Health Insurance Coverage
• Professional Skill Development
• Exposure to International Business Processes
• Career Growth Opportunities
• Collaborative and Learning-Focused Work Culture
• Employee Provident Fund (EPF) Benefits as per company policy after probation completion
• Eligibility for the Company’s Profit-Sharing Program upon successful confirmation as a full-time employee, subject to company policy and performance criteria