Job Description
The Delivery Head will be responsible for end-to-end delivery, execution excellence,
and realization of client value for Credit Nirvana's AI-driven end-to-end Collection
Platform.
This includes institutionalizing delivery discipline, leading multi-product
implementations for large BFSI clients, reinforcing governance, and driving operational
scale until the organization scales up across India, Southeast Asia, and MEA.
2. Primary Duties
A. Strategic Delivery Leadership
Define and institutionalize a single delivery methodology across more than 15 CN
products.
Lead the delivery for enterprise clients across NBFCs, Banks, Fintechs, and ARCs,
ensuring predictable, on-time, in-scope executions.
Translate business commitments into roadmaps of delivery, resource plans, and
milestones with clear accountabilities and governance.
B. Client Program Management
Serve as executive sponsor for key clients; conduct weekly/fortnightly steering
committees with CXOs and functional heads.
Ensure transparent communication, escalation of issues, and alignment of
expectations with clients.
Delivery: Ensure adoption, value realization, and expansion opportunities through
structured delivery and measurable impact.
C. Cross functional Orchestration
Collaborate with the Product, Engineering, AI, Collections SMEs and Sales teams on
smooth implementation of the Maestro Agentic AI and Credit Nirvana's suite.
Translate customer needs into workable product configurations while maintaining
rigorous change request and scope control.
Drive continuous improvement loops-from implementation feedback to product
roadmap influence
D. Delivery Excellence & Governance
Delivery KPIs, SLAs, release management, documentation standards, and risk registers
will be established.
Institutionalize project hygiene such as daily trackers, minutes of meetings, UAT
governance, deployment readiness, and hypercare frameworks.
Build and lead a high-performing delivery organization comprising Customer Success
Managers, BAs, Product Leads, Engineering Teams, and Collections SMEs.
E. Operational Scale & Process Optimisation
Design scalable delivery playbooks to enable 5–10 concurrent enterprise
implementations.
Standardize onboarding templates, sprint cadence, QA protocols, and rollout models
across clients.
Knowledge management, reusable assets, best-practice libraries
F. Risk, Compliance & SLA Management
Own delivery risk frameworks, including technical, operational, client-side, data
security, and regulatory aspects.
Ensuring Perfios and client-side security, DPDP standards, audit readiness, and SLA
commitments are met.
Proactively drive mitigation to avoid client escalations, outages, or delivery slippages.
3. Key Performance Indicators (KPIs)
On-time Delivery: % of projects delivered within the committed timeline.
SLA Adherence: Uptime, issue resolution TAT, production stability
Client Satisfaction CSAT, NPS, renewal rates, revenue retention
Adoption metrics include module usage, AI agent penetration, and automation rates.
Delivery Throughput: Number of implementations delivered successfully per quarter
Efficiency: Reduction in rework, CR% reduction, velocity improvement
Team Performance Capability Uplift, Leadership Pipeline, Attrition Control
4. Candidate Profile
Experience
5-10 years in the delivery of enterprise Saa S, digital transformation, or technology
platforms in BFSI.
Strong exposure to NBFCs, Banks, and lending-technology systems will be preferred.
Proven track record in managing large multi-stakeholder enterprise technology
implementations
Leadership & Skills
Strong program governance, stakeholder management, and communication at the
CXO level.
Deep understanding of Saa S delivery processes, sprint-based execution, UAT cycles,
and production rollouts.
Diagnose delivery bottlenecks, enforce discipline, and drive high-velocity execution.
Experience with AI/ML-driven products will be a strong advantage.
High urgency; structured thinking, with a problem-solving outlook, and able to operate
in an environment of a fast-scaling startup.
5. What This Role Enables
Direct impact on operational excellence and revenue realization.
Leadership visibility across the Perfios global organization.
Opportunity to shape India's leading Agentic AI-driven collections and recovery
platform
and realization of client value for Credit Nirvana's AI-driven end-to-end Collection
Platform.
This includes institutionalizing delivery discipline, leading multi-product
implementations for large BFSI clients, reinforcing governance, and driving operational
scale until the organization scales up across India, Southeast Asia, and MEA.
2. Primary Duties
A. Strategic Delivery Leadership
Define and institutionalize a single delivery methodology across more than 15 CN
products.
Lead the delivery for enterprise clients across NBFCs, Banks, Fintechs, and ARCs,
ensuring predictable, on-time, in-scope executions.
Translate business commitments into roadmaps of delivery, resource plans, and
milestones with clear accountabilities and governance.
B. Client Program Management
Serve as executive sponsor for key clients; conduct weekly/fortnightly steering
committees with CXOs and functional heads.
Ensure transparent communication, escalation of issues, and alignment of
expectations with clients.
Delivery: Ensure adoption, value realization, and expansion opportunities through
structured delivery and measurable impact.
C. Cross functional Orchestration
Collaborate with the Product, Engineering, AI, Collections SMEs and Sales teams on
smooth implementation of the Maestro Agentic AI and Credit Nirvana's suite.
Translate customer needs into workable product configurations while maintaining
rigorous change request and scope control.
Drive continuous improvement loops-from implementation feedback to product
roadmap influence
D. Delivery Excellence & Governance
Delivery KPIs, SLAs, release management, documentation standards, and risk registers
will be established.
Institutionalize project hygiene such as daily trackers, minutes of meetings, UAT
governance, deployment readiness, and hypercare frameworks.
Build and lead a high-performing delivery organization comprising Customer Success
Managers, BAs, Product Leads, Engineering Teams, and Collections SMEs.
E. Operational Scale & Process Optimisation
Design scalable delivery playbooks to enable 5–10 concurrent enterprise
implementations.
Standardize onboarding templates, sprint cadence, QA protocols, and rollout models
across clients.
Knowledge management, reusable assets, best-practice libraries
F. Risk, Compliance & SLA Management
Own delivery risk frameworks, including technical, operational, client-side, data
security, and regulatory aspects.
Ensuring Perfios and client-side security, DPDP standards, audit readiness, and SLA
commitments are met.
Proactively drive mitigation to avoid client escalations, outages, or delivery slippages.
3. Key Performance Indicators (KPIs)
On-time Delivery: % of projects delivered within the committed timeline.
SLA Adherence: Uptime, issue resolution TAT, production stability
Client Satisfaction CSAT, NPS, renewal rates, revenue retention
Adoption metrics include module usage, AI agent penetration, and automation rates.
Delivery Throughput: Number of implementations delivered successfully per quarter
Efficiency: Reduction in rework, CR% reduction, velocity improvement
Team Performance Capability Uplift, Leadership Pipeline, Attrition Control
4. Candidate Profile
Experience
5-10 years in the delivery of enterprise Saa S, digital transformation, or technology
platforms in BFSI.
Strong exposure to NBFCs, Banks, and lending-technology systems will be preferred.
Proven track record in managing large multi-stakeholder enterprise technology
implementations
Leadership & Skills
Strong program governance, stakeholder management, and communication at the
CXO level.
Deep understanding of Saa S delivery processes, sprint-based execution, UAT cycles,
and production rollouts.
Diagnose delivery bottlenecks, enforce discipline, and drive high-velocity execution.
Experience with AI/ML-driven products will be a strong advantage.
High urgency; structured thinking, with a problem-solving outlook, and able to operate
in an environment of a fast-scaling startup.
5. What This Role Enables
Direct impact on operational excellence and revenue realization.
Leadership visibility across the Perfios global organization.
Opportunity to shape India's leading Agentic AI-driven collections and recovery
platform
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