Director of Operations

Operations Transformation Leader (BPO/KPO)
Experience: 12–18 Years
Qualification: Graduate

Role Overview
We are looking for a highly driven and assertive Operations Transformation Leader to join our elite Tiger Team. This role focuses on stabilizing and transforming client engagements within transaction processing environments across Hi-Tech, MRO, and BFSI domains.
You will play a critical role in diagnosing operational challenges, driving transformation initiatives, and delivering measurable improvements in service delivery, client satisfaction, and operational efficiency.

Reporting To: Principal

Key Responsibilities
Rapid Diagnosis & Stabilization
Step into high-priority engagements facing delivery challenges or SLA breaches
Conduct end-to-end diagnostics across people, process, technology, and governance
Identify gaps in SOPs, controls, capacity planning, and execution discipline
Client Engagement & Expectation Alignment
Partner directly with clients to understand expectations and pain points
Use data-driven insights to recalibrate expectations where required
Build trust through structured recovery and stabilization plans
Process Transformation & Execution
Drive process standardization, re-engineering, and workflow optimization
Implement quality frameworks, controls, and error-proofing mechanisms
Identify and deploy automation opportunities (RPA, AI, workflow tools)
People & Performance Management
Diagnose capability gaps, productivity issues, and team dynamics
Strengthen accountability and ownership with frontline managers
Coach teams on SLA adherence, quality standards, and execution rigor
Operational Excellence & Governance
Establish KPI/SLA frameworks for productivity, quality, and TAT
Drive governance cadence (daily reviews, weekly tracking, escalations)
Benchmark performance against industry standards
Capability Building
Train teams on operational excellence, metrics, and process discipline
Institutionalize best practices for long-term sustainability
Transition & Deployment
Lead transformation engagements (typically 3–4 months)
Ensure smooth handover with stabilized operations and trained teams
Transition to the next critical engagement
Key Skills
Strong problem-solving and root cause analysis expertise
Assertive mindset with ability to challenge stakeholders constructively
Deep BPO/KPO operations experience across relevant domains
Strong understanding of RPA, AI, and workflow automation
Excellent stakeholder management and executive communication skills
Ability to thrive in fast-paced, high-pressure environments
Experience & Qualifications
12–18+ years in operations, transformation, or consulting
Proven experience in turning around underperforming operations
Experience managing large delivery teams (100+ FTE preferred)
Success Metrics
Reduction in SLA breaches and escalations
Improved productivity, quality, and turnaround time
Increased client satisfaction and retention
Adoption of standardized processes and governance
Sustained performance post-transition