Senior Director Operations

Job Purpose:

The Senior Director, Operations is responsible for leading operational excellence across the India Shared Service Center (SSC), ensuring consistent, high-quality service delivery across all functions. This role oversees the SSC operating model, workforce planning, performance management, quality, and continuous improvement while partnering closely with the Managing Director to execute the SSC strategy.

The Senior Director leads the operational leadership team and ensures standardized execution, scalable processes, and operational discipline across the organization.

Key Responsibilities:

·      Operational Excellence: Lead day-to-day operational performance across all SSC service lines, ensuring consistent execution, productivity, and service quality.

·      Service Delivery Leadership: Oversee the Directors responsible for US and International Operations, ensuring delivery against established service levels and business objectives.

·      Performance Management: Establish and monitor operational KPIs, productivity metrics, quality standards, and capacity utilization across the SSC.

·      Workforce Planning: Partner with HR, Finance, and operational leaders on workforce planning, organizational capacity, hiring priorities, and resource allocation.

·      Operating Model & Governance: Develop and institutionalize standardized operating procedures, service delivery governance, escalation processes, and cross-functional operating rhythms.

·      Continuous Improvement: Drive process optimization, workflow standardization, automation opportunities, and operational best practices across all functions.

·      Leadership & Coaching: Lead, coach, and develop operational leaders while fostering accountability, collaboration, and operational excellence.

·      Executive Reporting: Prepare operational reporting, executive dashboards, capacity analysis, and performance updates for SSC leadership.

Required Qualifications:

·      Minimum 10+ years of experience leading large-scale shared services, BPO, or financial operations; at least 5 years leading multiple operational functions.

·      Demonstrated experience managing large operational teams through multiple layers of leadership.

·      Strong background in operational excellence, workforce planning, service delivery, quality management, and process improvement.

·      Experience implementing scalable operating models and performance management frameworks.

·      Excellent leadership, communication, stakeholder management, and organizational development skills.

·      Experience working within multinational or cross-cultural organizations preferred.