About the role
What You'll Own
Process, Automation & AI (central to this role)Review existing operational processes end to end, identify what is manual, slow, orduplicated, and redesign themBuild and roll out automation across operational and delivery workflows — reporting,tracking, onboarding, handoffsMake extensive, practical use of AI tools to streamline how the operation runs and toraise output without raising headcountTreat efficiency and tooling as an ongoing mandate, not a one-time project
GCC Delivery Operations-Oversee operations across all GCC engagements, working with team leads andengagement managers to ensure each dedicated team meets quality, productivity, andtimeline commitmentsRun the operational reporting and review cadence with each client — reviews,dashboards, status trackingBe the first operational point of contact for delivery issues; resolve what you can andescalate the rest to leadership early
Company / Business OperationsRun the internal operations of Softobiz — process, vendor and workplace coordination,internal tooling and systems — keeping the business running smoothly day to dayPartner with HR, TA, IT, and Finance to keep operational processes joined up andautomated where possibleDirect an operations support resource who handles day-to-day administrative andcoordination work
Team Coordination & CapacityCoordinate across delivery teams to keep staffing, ramp-ups, and capacity aligned withclient needs, partnering closely with Talent AcquisitionTrack and support offshore team retention and engagement as a core operational metric
Operating Model & SetupMaintain and improve how Softobiz runs a GCC — onboarding, reporting, ways ofworking — so engagements run on a consistent, automated, scalable model rather thanaccount-by-account improvisationSupport the operational stand-up of new GCCs — staffing coordination, onboarding,knowledge transfer, and stabilization — under leadership direction
What Success Looks Like (First 6–12 Months)A clear map of existing processes, with the high-effort manual ones redesigned,automated, or AI-assistedOperational reporting that largely runs itself rather than being assembled by handEvery GCC engagement running against a clear, regularly reported set of operationaland quality metricsCompany operations running cleanly and predictably, with the support resource workingeffectively underneath youMeasurable improvement in delivery predictability, operational efficiency, and offshoreteam retention
What You BringRequired8–10 years in operations or delivery, with experience in a technology, GCC, captive, oroffshore / IT-services environmentA genuine process-and-automation mindset — a track record of finding inefficiency andfixing it with better process, tooling, or automationHands-on, practical use of AI and automation tools to streamline real work (not justawareness of them)Proven experience coordinating across multiple teams or engagements, not just a singleaccountStrong organisational and reporting discipline; comfortable owning cadences,dashboards, and follow-throughClient-facing maturity — able to run operational reviews and represent delivery crediblyExperience managing or directing junior / support staff
Good to haveExposure to setting up or transitioning new offshore teams (onboarding, knowledgetransfer, ramp-up)Familiarity working across HR/TA, IT, and Finance functionsExperience running operations against structured HRIS/ATS tooling and reportingframeworksHow We OperateWe are a technology company and we run delivery the way a high-performing operation should:quality and speed are non-negotiable, accountability is clear, and output is measured againstreal client impact. We want someone who owns their operation, is restless about making it moreefficient, leans hard on automation and AI, and gets things done without being chased.