Perfios - Delivery Head

The role is with one of our acquired company CreditNirvana - Perfios company.

Summary:

• The Delivery Head will be responsible for end-to-end delivery, execution excellence, and realization of client value for CreditNirvana'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.

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.

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

Candidate Profile:

Experience:

• 5-10 years in the delivery of enterprise SaaS, 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 SaaS 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.