AVP/Senior Manager Operations

Role & responsibilities

Operational Leadership- Lead end-to-end operations for 300500+ FTEs in a 24/7 rotational shift model, Ensure adherence to SLAs, KPIs, quality metrics, and client governance standards, Drive workforce planning, capacity optimization, and attrition management, Own delivery excellence and continuous process improvement initiatives, Build and implement a structured governance model to ensure continuous oversight of training and operational processes, Establish review cadences and performance dashboards across locations, Drive standardization and compliance across service lines, Oversee operations across Order Management and Subtitling Coordination, Ensure alignment of processes across lines of services including Subtitling, Dubbing, and Media Services, Manage timely updates of SOPs, operational documents, and training materials, Ensure documentation across Order Management and Subtitling Coordination is aligned with latest process and technology updates, Maintain version control and cross-location process consistency, Interface with global stakeholders and clients, Lead operational reviews and governance meetings, Drive customer satisfaction and service excellence

Preferred candidate profile

We are seeking an experienced AVP Operations to lead large-scale delivery operations in a global, shift-based environment. The role requires strong expertise in managing high headcount teams, governance frameworks, client delivery, and cross-location operational alignment. The ideal candidate will bring deep experience from ITES/BPO environments and demonstrate strong capability in process governance, documentation control, and training oversight across multiple service lines.