Job Description
Job Summary
This role is accountable for driving operational excellence, ensuring client commitments are consistently met, and embedding a culture of continuous improvement across delivery teams. The individual leads escalation management, fosters innovation, and utilizes data-driven insights to optimize service quality and operational efficiency. They play a pivotal role in aligning operational performance with strategic business objectives while maintaining a proactive, solution-focused approach.
Key Responsibilities
- Direct operations management and escalation handling by implementing best practices in workflow design, resource allocation, and issue resolution to ensure all client SLAs and internal metrics are achieved.
- Drive process improvement initiatives using Lean, Kaizen, and data visualization platforms such as Power BI or Tableau to identify and resolve bottlenecks, enabling measurable gains in efficiency and quality.
- Oversee escalation management protocols by setting up structured response mechanisms, analyzing root causes, and ensuring rapid resolution of high-impact incidents.
- Guide and coach team leaders and managers by conducting regular performance reviews, sharing operational management frameworks, and promoting a culture of continuous learning and accountability.
- Interpret and communicate operational performance trends using advanced data visualization tools, ensuring key stakeholders are informed and empowered to make timely decisions.
- Champion innovation within operations by leveraging industry best practices and emerging technologies to streamline systems, policies, and processes supporting organizational growth.
- Develop and maintain robust feedback channels with clients to proactively understand evolving requirements and ensure service delivery aligns with client expectations.
Skill Requirements
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Other Requirements
End-to-End Business Ownership
- Own delivery across all core process towers:
- Ensure operational stability, scalability, and SLA delivery.
Operating Model & Governance
- Define delivery model across:
- Drive strong governance across:
Domain & Capability Leadership
- Build strong domain depth across:
- Ensure teams are aligned to regulatory and operational requirements.
Client & Strategic Engagement
- Lead strategic discussions on:
- Provide direction on scaling operations and improving service delivery.
Transformation & Efficiency
- Drive improvements across:
- Lead automation and simplification initiatives across high-volume/complex processes.
Risk, Compliance & Control
- Ensure adherence to:
- Mitigate risks across:
Enterprise & Strategic Responsibilities
- Drive forecasting, planning, and performance management
- Support transitions, migrations, and expansion of scope
- Align operations with broader transformation initiatives
