The Role
Leads organization-wide operations, developing strategy, improving service delivery, managing budgets and resources, monitoring KPIs, ensuring compliance, and driving profitability and customer satisfaction. Oversees operations managers and department heads, supports workforce planning and business growth, manages stakeholder relationships, and presents performance results to senior leadership.
Summary Generated by Built In
The Director of Operations is responsible for overseeing and optimising the organization's day-to-day operational activities, ensuring service excellence, operational efficiency, customer satisfaction, and business growth. The role involves developing operational strategies, managing resources, driving process improvements, and ensuring the achievement of organizational objectives.
Strategic Leadership
- Develop and implement operational strategies aligned with the company's business goals.
- Drive operational excellence and continuous improvement initiatives.
- Collaborate with senior leadership to support business expansion and growth plans.
- Oversee daily service operations across all business functions and locations.
- Ensure efficient utilization of resources, budgets, and workforce.
- Establish and monitor operational KPIs and performance metrics.
- Identify and resolve operational challenges proactively.
- Ensure high-quality service delivery and customer satisfaction.
- Develop and implement service standards, policies, and procedures.
- Monitor customer feedback and drive corrective actions to improve service quality.
- Lead, mentor, and develop operations managers and department heads.
- Foster a culture of accountability, collaboration, and continuous learning.
- Support talent acquisition, workforce planning, and succession planning initiatives.
- Manage operational budgets and control costs while maintaining service quality.
- Analyze operational performance and identify opportunities for revenue enhancement.
- Ensure achievement of profitability and productivity targets.
- Ensure compliance with company policies, industry regulations, and legal requirements.
- Develop risk mitigation strategies and maintain operational controls.
- Drive workplace safety and quality assurance initiatives.
- Build strong relationships with clients, vendors, and internal stakeholders.
- Present operational performance reports to senior management.
- Support business development initiatives and client engagement activities.
Requirements
Required Qualifications
- Bachelor's Degree in Business Administration, Operations Management, Management, or a related field.
- Master's Degree (MBA) preferred.
- 12–15+ years of experience in operations management within a service-based industry.
- Minimum 5 years of leadership experience managing large teams and multiple business functions.
- Strategic Planning and Execution
- Service Operations Management
- Process Improvement and Optimization
- Budgeting and Financial Management
- Leadership and Team Development
- Customer Relationship Management
- Performance Management and KPI Tracking
- Risk and Compliance Management
- Strong Communication and Stakeholder Management Skills
- Data Analysis and Decision-Making
- Service Quality & Customer Satisfaction Scores
- Operational Efficiency Metrics
- Revenue and Profitability Targets
- Employee Productivity & Retention
- Cost Optimization Initiatives
- SLA and Compliance Adherence
- Client Retention and Growth
Skills Required
- Bachelor's degree in Business Administration, Operations Management, Management, or a related field
- Master's degree or MBA
- 12–15+ years of experience in operations management within a service-based industry
- At least 5 years of leadership experience managing large teams and multiple business functions
- Strategic planning and execution
- Service operations management
- Process improvement and optimization
- Budgeting and financial management
- Leadership and team development
- Customer relationship management
- Performance management and KPI tracking
- Risk and compliance management
- Strong communication and stakeholder management skills
- Data analysis and decision-making
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The Company
What We Do
Navinyaa Solutions is a multidisciplinary business-services provider offering engineering design, IT solutions, finance and accounting, business-process outsourcing, and consulting. Its services span software development, cloud services, data analytics, customer support, HR and finance operations, and guidance on processes, projects, and product risks. The company combines technology and corporate support to streamline global operations, reduce overhead, and accelerate clients’ time-to-market.
