- As the Director, Business Operations Modernization (BOM) - India & APAC, you will lead and scale one of TELUS Digital's most critical delivery engines. Reporting to Kapil Uniyal (VP, Service Delivery India) and working in close partnership with the North America BOM Leader, you will drive the evolution of our BOM practice across the APAC region - powering AI-first, outcome-based delivery and building a globally integrated, high-performance team of ~1,000 professionals.

- The BOM practice enables clients to modernize legacy systems, optimize processes, and transform operations through services in Systems Engineering & Support, Business Process Design, PMO, Integration, and Cybersecurity. You will play a pivotal role in strengthening delivery, developing talent, fostering innovation, and driving profitable growth across APAC.

- Our BOM Practice modernizes systems and re-engineers processes to deliver measurable outcomes like faster operations and improved NPS. Our BOM services focus on modernizing applications, improving system integration, and upgrading legacy technologies to drive faster, more efficient operations.

For example:

- In Telecom, we upgraded legacy customer care platforms, reducing call center handling time by 25% and improving customer satisfaction by 20%.

- In BFSI, we integrated a new loan origination system with the existing CRM, enabling 40% faster approval cycles and improving operational efficiency by 15%.

- For a Telecom provider, we integrated legacy billing systems with real-time CRM, reducing billing errors by 25% and invoice generation time by 90%.

- For a BFSI company, we modernized loan servicing applications, automating manual processes and reducing loan approval time from 7 days to 3 days, driving operational cost reductions by 20% and improving customer satisfaction scores.

- With BOM, we help clients transition to modern technologies, enabling them to be more agile and scalable across all aspects of their business operations.

Responsibilities:

Strategic & Practice Leadership:

- Lead and scale the Business Operations Modernization (BOM) practice across APAC, building delivery excellence, operational maturity, and profitable growth.

- Partner with the Global and NA BOM leadership to define and execute a unified modernization strategy, ensuring consistent global delivery frameworks and performance standards.

- Drive the AI-first delivery model - embedding copilots, AI/ML, automation, and analytics across all stages of delivery to enhance efficiency, quality, and speed.

Delivery Excellence & Transformation:

- Oversee end-to-end delivery across key service lines: systems engineering, process design, PMO, and integration.

- Ensure predictable execution, client satisfaction, and high-quality delivery at scale.

- Champion continuous improvement, agile practices, and data-driven governance.

Business Growth & Client Success:

- Collaborate with sales and account leadership to expand client relationships in APAC.

- Identify opportunities for cross-sell and up-sell across TELUS Digital's broader digital transformation portfolio.

- Partner with global leadership to pursue strategic deals, driving growth in target industries such as Telecommunications, BFSI, Healthcare, and Technology.

Talent Leadership & Development:

- Lead, mentor, and scale a diverse and skilled team of ~1,000 practitioners across India and APAC.

- Build deep domain expertise and cross-functional collaboration within teams to strengthen delivery maturity.

- Drive a high-performance, inclusive culture centered on innovation, accountability, and career development.

Innovation & Capability Building:

- Establish and scale AI-first, automation-enabled delivery practices that improve productivity and reduce cycle times.

- Develop reusable frameworks, accelerators, and playbooks that enhance delivery predictability and client outcomes.

- Partner with the Data & AI practice to infuse AI-driven intelligence into operations and client solutions.

Global Collaboration:

- Operate as part of a "One BOM Global Leadership Team", ensuring seamless coordination with NA, LATAM, and EMEA.

- Foster collaboration with adjacent practices - Cloud Engineering, Enterprise Applications, and QA/Q, to deliver integrated transformation programs.

Competencies:

Experience:

- 15+ years of progressive leadership experience in technology consulting, delivery management, or business process transformation within large-scale or global organizations.

- Proven track record managing large P&L portfolios (>$50M) and delivery teams of 800+ practitioners across geographies.

- Demonstrated success in building and leading AI-led or automation-enabled delivery organizations.

- Deep expertise in application modernization, process re-engineering, and integration programs.

- Experience delivering to clients in Telecom, BFSI, Healthcare, or Technology verticals preferred.

Leadership Competencies:

- Strategic thinker with strong operational discipline and execution excellence.

- Inspirational people leader who builds high-performance cultures and nurtures future leaders.

- Strong collaborator, able to operate effectively across global teams and matrixed environments.

- Commercially astute, outcome-oriented, and comfortable operating in a fast-paced growth environment.

Technical & Domain Knowledge:

- Strong grounding in systems engineering, enterprise applications, automation, and cloud platforms.

- Familiarity with AI-first engineering and emerging modernization technologies.

- Deep understanding of modern delivery frameworks - agile, DevSecOps, and continuous improvement.