Job Description

Operations Transformation Leader (BPO/KPO)

we 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.

This role will directly report into Principal.

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.

Key Responsibilities

Rapid Diagnosis & Stabilization

• Step into high-priority engagements facing delivery challenges or SLA breaches
• Conduct end-to-end diagnostics across people, process, technology, and governance

• Identify gaps in SOPs, controls, capacity planning, and execution discipline

  Client Engagement & Expectation Alignment

• Partner directly with clients to understand expectations and key pain points
• Use data-driven insights to align and recalibrate expectations where needed

• Build trust through structured recovery and stabilization plans
  

  Process Transformation & Execution

• Drive process standardization, re-engineering, and workflow optimization
• Implement quality frameworks, controls, and error-proofing mechanisms
• Identify and deploy automation opportunities (RPA, AI, workflow tools)
  
  People & Performance Management
• Diagnose capability gaps, productivity issues, and team dynamics
• Strengthen accountability and ownership with frontline managers
• Coach teams on SLA adherence, quality standards, and execution rigor
  
  Operational Excellence & Governance
• Establish KPI/SLA frameworks for productivity, quality, and turnaround time
• Drive governance cadence (daily reviews, weekly tracking, escalations)
• Benchmark performance against industry standards
  
  Capability Building
• Train teams on operational excellence, metrics, and process discipline
• Institutionalize best practices to ensure long-term sustainability
  
  Transition & Deployment
• Lead transformation engagements (typically 3–4 months)
• Ensure smooth handover with stabilized operations and trained teams
• Transition to the next critical engagement

Experience & Qualifications

• 12–18+ years in operations, transformation, or consulting
• Proven experience in turning around underperforming operations

• Experience managing large delivery teams (100+ FTE preferred)

  
  
  Key Skills
  Strong problem-solving and root cause analysis expertise

• Assertive mindset with ability to challenge stakeholders constructively
• Deep BPO/KPO operations experience across relevant domains
• Strong understanding of RPA, AI, and workflow automation
• Excellent stakeholder management and executive communication skills
• Ability to thrive in fast-paced, high-pressure environments
  
  Success Metrics
• Reduction in SLA breaches and escalations
• Improved productivity, quality, and turnaround time
• Increased client satisfaction and retention
• Adoption of standardized processes and governance
• Sustained performance post-transition