About the role
Operational Leadership
- Own end-to-end delivery of back-office operations across multiple processes/functions
- Ensure adherence to SLAs, KPIs, and regulatory/compliance requirements
- Drive operational stability, risk mitigation, and issue resolution
- Lead capacity planning, workforce optimization, and productivity improvement initiatives
Process Excellence & Transformation
- Identify opportunities for process re-engineering, automation, and digitization
- Lead Lean, Six Sigma, and continuous improvement initiatives to reduce cost and errors
- Partner with technology, analytics, and transformation teams to scale solutions
- Deliver measurable benefits such as FTE savings, cycle time reduction, and defect reduction
Stakeholder & Client Management
- Act as the primary escalation point for senior internal and external stakeholders
- Present performance insights, risks, and improvement plans to leadership and clients
- Translate business requirements into operational execution plans
- Build strong cross‑functional partnerships (IT, Risk, Compliance, HR, Finance)
People & Capability Management
- Lead, coach, and develop senior managers and operations leaders
- Build high‑performing, customer‑centric teams with strong governance and accountability
- Drive engagement, talent development, succession planning, and attrition management
- Foster a culture of ownership, discipline, and continuous improvement
Governance, Risk & Compliance
- Ensure compliance with regulatory, audit, and internal control requirements
- Own operational risk management, including incident management and remediation
- Support internal/external audits and implement corrective actions
- Ensure data privacy, information security, and business continuity adherence
Key Metrics & Outcomes
- SLA and KPI achievement (Productivity, Quality, TAT, Accuracy)
- Cost optimization and efficiency gains (FTE savings, automation benefits)
- Reduction in customer complaints, rework, and operational risk events
- Employee engagement, leadership strength, and talent retention
- Successful delivery of transformation and change initiatives