Head - Operations - BPO

About the Role:

We are looking for a highly experienced and mature Head of Operations to take end-to-end ownership of large-scale delivery operations in Noida.

The ideal candidate should have a strong track record of managing 2,000 - 3,000+ employees, leading multi-layered and multi-site operations, driving productivity and quality, optimizing costs, and delivering strong client outcomes.

This is a senior leadership role requiring someone who can take charge from Day 1, establish operational discipline, manage escalations and independently drive the organization toward business and client objectives.

Key Responsibilities:

1. Operational Leadership:

• Own end-to-end delivery operations and day-to-day operational performance.
• Lead large, multi-layered teams and ensure achievement of business, client and operational objectives.
• Drive key metrics including productivity, quality, SLA adherence, utilisation, shrinkage, attrition and cost per unit.
• Establish strong governance through daily/weekly operating reviews, dashboards and corrective action plans.
• Manage operational risks, escalations, business continuity and critical client issues.

2. Delivery & Client Management:

• Ensure consistent delivery quality and adherence to client requirements.
• Own production planning, capacity management, workforce planning and staffing requirements.
• Build effective training, certification and SME structures.
• Partner with Sales, Solutioning and Project Management teams on new engagements, staffing models and delivery feasibility.
• Represent Operations in senior client governance meetings, business reviews and audits.

3. Scale, Efficiency & Transformation:

• Develop strategies to scale operations in line with business growth.
• Improve workforce utilisation, productivity and unit economics.
• Identify and eliminate process inefficiencies.
• Leverage AI, automation, analytics and digital tools to improve productivity and scalability.
• Lead transformation, process improvement and change-management initiatives.

4. People & Governance:

• Build and develop a strong leadership pipeline.
• Drive a culture of accountability, continuous improvement and operational excellence.
• Improve employee engagement and retention while controlling attrition.
• Ensure compliance with organizational policies, client contractual requirements and information-security standards.

Required Experience:

• 10 - 15 years of experience in BPO / IT BPO / BPM / Technology Services operations.
• Significant experience in senior Operations leadership roles.
• Proven experience managing 2,000 - 3,000+ employees, preferably across multiple sites.
• Strong understanding of BPO operating metrics including productivity, quality, SLA, utilisation, workforce management, attrition and cost optimization.
• Demonstrated success in building, scaling and stabilizing large delivery organizations.
• Strong experience in operational efficiency and continuous improvement.
• Excellent client-facing and senior stakeholder management skills.
• Ability to operate independently and take ownership from Day 1.
• Strong leadership presence, maturity and organizational influence.
• Graduate degree is essential.

Preferred Qualifications:

• Experience in AI data annotation, data labelling or AI data operations.
• Experience in CX, voice or non-voice BPO operations.
• Experience supporting US, UK or European clients.
• Experience with transitions, migrations, new-site launches or new-program launches.
• Lean Six Sigma or similar process excellence certification.
• Knowledge of ISO 27001, SOC 2 or equivalent information-security frameworks.
• MBA / Master's degree preferred.
• Experience using AI, automation and analytics for operational transformation.

Ideal Candidate Profile:

• We are looking for a seasoned, mature and high-energy Operations leader who has successfully managed organizations of approximately 3,000 employees and can independently own end-to-end operations.
• The candidate should be capable of commanding respect, making high-impact decisions, managing senior clients and stakeholders, driving operational discipline and leading the organization through growth and transformation.
• Candidates with only PM/Senior PM-level experience or without large-scale operations leadership exposure will not be suitable for this position.