Director of Operations

Operations Transformation Leader (BPO/KPO)Experience: 12-18 YearsQualification: Graduate Role OverviewWe 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 ResponsibilitiesRapid Diagnosis & StabilizationStep into high-priority engagements facing delivery challenges or SLA breachesConduct end-to-end diagnostics across people, process, technology, and governanceIdentify gaps in SOPs, controls, capacity planning, and execution disciplineClient Engagement & Expectation AlignmentPartner directly with clients to understand expectations and pain pointsUse data-driven insights to recalibrate expectations where requiredBuild trust through structured recovery and stabilization plansProcess Transformation & ExecutionDrive process standardization, re-engineering, and workflow optimizationImplement quality frameworks, controls, and error-proofing mechanismsIdentify and deploy automation opportunities (RPA, AI, workflow tools)People & Performance ManagementDiagnose capability gaps, productivity issues, and team dynamicsStrengthen accountability and ownership with frontline managersCoach teams on SLA adherence, quality standards, and execution rigorOperational Excellence & GovernanceEstablish KPI/SLA frameworks for productivity, quality, and TATDrive governance cadence (daily reviews, weekly tracking, escalations)Benchmark performance against industry standardsCapability BuildingTrain teams on operational excellence, metrics, and process disciplineInstitutionalize best practices for long-term sustainabilityTransition & DeploymentLead transformation engagements (typically 3-4 months)Ensure smooth handover with stabilized operations and trained teamsTransition to the next critical engagementKey SkillsStrong problem-solving and root cause analysis expertiseAssertive mindset with ability to challenge stakeholders constructivelyDeep BPO/KPO operations experience across relevant domainsStrong understanding of RPA, AI, and workflow automationExcellent stakeholder management and executive communication skillsAbility to thrive in fast-paced, high-pressure environmentsExperience & Qualifications12-18+ years in operations, transformation, or consultingProven experience in turning around underperforming operationsExperience managing large delivery teams (100+ FTE preferred)Success MetricsReduction in SLA breaches and escalationsImproved productivity, quality, and turnaround timeIncreased client satisfaction and retentionAdoption of standardized processes and governanceSustained performance post-transition