Senior Director- Operations

Job Overview

We are hiring a Senior Director, Operations for our Shared Services Center (SSC) in Ahmedabad. The role involves partnering closely with the Managing Director to execute the SSC strategy, leading operational leaders across multiple functions, and ensuring consistent, high-quality service delivery through standardized processes, performance management, and continuous improvement.

Key Responsibilities

• The Senior Director, Operations will lead operational excellence across the India Shared Services Center, ensuring consistent, high-quality service delivery across all functions. The role will oversee the SSC operating model, workforce planning, performance management, quality, and continuous improvement while partnering with the Managing Director to execute the organization's strategy.
• Key Responsibilities:
• Operational Excellence: Lead day-to-day operational performance across all SSC service lines, ensuring consistent execution, productivity, efficiency, and service quality.
• Service Delivery Leadership: Oversee Directors responsible for US and International Operations, ensuring delivery against established service levels, operational targets, 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 the adoption of operational best practices across functions.
• Leadership & Coaching: Lead, coach, and develop operational leaders while fostering accountability, collaboration, and a culture of operational excellence.
• Executive Reporting: Prepare operational reports, executive dashboards, capacity analyses, and performance updates to support decision-making by SSC leadership.

Requirements & Skills

• Minimum 10+ years of experience leading large-scale Shared Services, BPO, or financial operations, with at least 5 years of experience 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, standardized processes, and performance management frameworks.
• Excellent leadership, communication, stakeholder management, and organizational development skills.
• Experience working within multinational or cross-cultural organizations is preferred.