Must Haves: 

• 12+ years of operations experience in service industry 

• Proven experience managing large-scale customer service teams or service desks (preferred). 

• Strong client-facing skills with exceptional communication, negotiation, and conflict management capabilities. Demonstrated ability to socialize and present analytical insights, proposals, and strategies to executive leadership using metrics-driven arguments. 

• Track record of cross-functional leadership and general management expertise within a matrixed organizational structure. 

• Proven ability to drive business performance and growth through strong analytical acumen, thought leadership, an agile mindset, and a proactive attitude. 

• Excellent communication and facilitation skills with a history of building strong stakeholder relationships. 

• Effective people manager demonstrating the highest standards of integrity. 

• Experience in global roles and large-scale operational transitions (preferred). 

• Demonstrated success in building high-performing operations teams during business transitions (preferred). 

• Distinctive problem-solving and project management skills, including experience executing complex strategic and operational initiatives. 

• Strong business acumen with the ability to influence key stakeholders across a complex business environment while balancing attention to detail across simultaneous projects. 

• Data-driven decision maker with a keen eye for detail, capable of proactively identifying operational risks and implementing mitigation plans. 

• Strong analytical skills with the ability to synthesize data into actionable strategic recommendations. Successful track record of attracting, inspiring, retaining, and developing leaders and team members within large teams. 

• Ability to streamline processes and establish efficient workflows, driving cross-functional alignment across Engineering, Product, Marketing, and Business Development teams. 

• Strong sense of ownership and accountability for overall team performance, SLA adherence, and KPI delivery. 

Areas of Responsibility: 

Stakeholder/Business Management:  

• Deliver on financial and non-financial business goals. 

• Prepare and present process performance metrics to key stakeholders. 

• Lead and participate in governance discussions and management forums with clients. 

• Identify key cost drivers and optimize operational expenditures. 

• Proactively identify business expansion opportunities with the customer. 

• Identify growth potential and achieve headcount and delivery expansion targets. 

• Anticipate future business needs and actively participate in talent acquisition. 

• Share value-add initiatives and best practices across various operational teams. 

• Adopt and implement industry best practices across processes and business verticals. 

• Drive process enhancements to boost overall revenue growth. 

• Manage revenue forecasting and financial tracking. 

• Oversee contractual agreements and statement of work compliance. 

Customer Relationship Management:  

• Nurture client relationships through clear, consistent communication and regular weekly/monthly business reviews. 

• Collaborate with customers to resolve operational challenges and Critical to Quality (CTQ) delivery issues. 

• Lead client meetings to proactively identify risks and mitigate potential issues. 

• Manage and resolve customer escalations with urgency and thoroughness. 

• Identify innovative solution approaches to fulfill emerging client needs and enhance existing service offerings. 

• Analyze customer feedback periodically to drive action plans aimed at improving satisfaction scores. 

Process Improvements and Adherence:  

• Ensure strict adherence to organizational and industry compliance standards and quality benchmarks. 

• Initiate and lead process improvement projects to elevate overall operational efficiency. 

• Identify and execute automation opportunities to streamline operational tasks. 

Project Control, Management and Review / Program delivery:  

• Guide the team to meet process SLAs, productivity goals, and quality targets within defined timelines. 

• Maintain robust documentation and manage seamless knowledge transfer according to project timelines. 

• Partner with internal support functions to secure necessary IT/infrastructure tools and ensure zero downtime. 

• Plan for infrastructure and resource requirements in alignment with projected business growth. 

• Optimize resource utilization and schedule end-to-end operational workflows. 

• Forecast staffing needs based on volume projections and headcounts, ensuring efficient work allocation. 

• Perform forward-looking strategic planning across process delivery, team development, and client engagement. 

• Develop toolings, workflow enhancements, and operational frameworks. 

• Foster a culture of proactive risk identification and mitigation across operations. 

People/Team:  

• Provide clear leadership, mentorship, and career guidance to team members. 

• Promote continuous learning, upskilling, and knowledge management practices within the team. 

• Conduct performance appraisals and feedback cycles for direct reports. 

• Manage attrition risks through skip-level meetings, tailored engagement initiatives, and structured retention plans. 

• Identify training requirements for direct reports and ensure technical/domain skill gaps are addressed. 

• Participate in organization-wide initiatives including recruitment drives and leadership development programs. 

• Cascading leadership updates and strategic vision through regular team meetings and town halls.