Head - Operations - IT BPO/BPM Operations

Role Overview:

We are looking for an accomplished, high-energy operations leader to take end-to-end ownership of our delivery operations in Noida, with responsibility for a large, multi-layered workforce and full accountability for client delivery outcomes.

This role requires someone who can take charge from day one. You will inherit live client engagements and a growing delivery organisation, and will be expected to bring structure, governance and operating discipline immediately.

Operational Leadership:

• Lead end-to-end delivery operations in Noida, carrying full ownership of a large, multi-layered workforce.
• Provide strategic and operational leadership to large, multi-layered teams and ensure delivery against business, client and operational objectives.
• Own performance across core metrics: productivity, quality, SLA adherence, customer experience, utilisation, shrinkage, attrition and cost per unit.
• Establish effective governance daily and weekly operating rhythms, performance reviews, operational dashboards and corrective action plans.
• Manage operational risk, escalations, business continuity and critical client issues, acting as the senior point of accountability.

Delivery Quality & Client Outcomes:

• Ensure delivery quality on annotation and data operations programmes through gold-standard sets, sampling-based audits, calibration and inter-annotator agreement tracking.
• Own production planning and capacity management: batch throughput, turnaround commitments, shift design across US and European time zones, and surge staffing for project ramps.
• Build robust training, certification and subject-matter-expert structures so that new programmes reach quality thresholds quickly.
• Partner with sales, solutioning and project management on new engagements validating effort estimates, staffing models and delivery feasibility before commitments are made.
• Act as a senior operations counterpart in client governance forums, business reviews and audits.

Scale, Efficiency & Transformation:

• Develop and execute strategies for scaling operations and workforce growth in line with the business plan.
• Identify and eliminate process inefficiencies, optimise workforce utilisation and improve unit economics without compromising quality or client experience.
• Leverage AI, automation, analytics and digital tooling to raise productivity, sharpen decision-making and improve scalability.
• Lead transformation and change-management initiatives across the delivery organisation.
• Track emerging AI and automation trends relevant to data operations and translate them into practical implementation.

People & Governance:

• Build, develop and retain a strong leadership pipeline capable of running large-scale operations independently.
• Establish a culture of continuous improvement, accountability, performance ownership and operational discipline.
• Drive engagement and retention initiatives to control attrition in a high-volume delivery environment.
• Ensure compliance with organisational policies, client contractual requirements, regulatory standards and information security practices, including data confidentiality obligations on client datasets.

Required Experience:

• 1015+ years in BPO / IT BPO / BPM operations, with substantial time in senior operations leadership roles.
• Proven experience owning operations of 2,0003,000+ employees in previous organisations, ideally across multiple sites.
• Strong command of BPO operating metrics workforce management, productivity, quality, SLA management, utilisation and cost optimisation.
• Demonstrated track record of building, scaling and stabilising large delivery teams.
• Experience driving operational efficiency and continuous improvement programmes at scale.
• Comfort operating in a fast-growing environment with direct client exposure and senior stakeholder engagement.

Preferred Qualifications:

• Prior experience running AI data annotation, data labelling or data operations at scale.
• Background in customer experience (CX) operations, voice or non-voice, serving US, UK or European clients.
• Experience with transitions, migrations and new site or new programme launches.
• Lean, Six Sigma or comparable process excellence certification.
• Familiarity with ISO 27001, SOC 2 or equivalent information security frameworks.
• Graduate degree essential; MBA or Master's degree preferred.

What Success Looks Like:

• First 90 days: full command of current delivery performance, governance rhythms established, immediate gaps in quality, staffing and reporting identified and addressed.
• First 6 months: measurable improvement in productivity, quality and attrition; leadership bench strengthened.
• First 12 months: operations demonstrably ready to absorb planned headcount growth without degradation in client outcomes or unit economics.