Director/Senior Director - Operations - BPO

Our client is the one of the leading providers of Information Technology, Business process outsourcing and consulting services, looking to hire Head of Operations to manage business operations, including the development and execution of the overall business strategy for their digital, media and ecommerce vertical that can be based in Hyderabad or Gurgaon.

The role will be responsible for:

- Leading client and business operations function globally, including ad operations, creative, media planning, reporting and analytics and account management.

- All aspects of operations including field operations across all the markets, customer support, operational forecasting, metrics, measurement and operational excellence.

- Designing, implementing and scaling a dynamic operation and organisation focused on the customer centricity, team growth and well being.

- Contributing strategically to the growth and direction of clients products and services across different regions.

Looking for:

- MBA / MS or Bachelor Degree with relevant experience.

- At least 15 years of operations experience at an ITES, BPO or online business with deep industry expertise in service / outsourcing.

- Strong internal client-facing skills with excellent communication, negotiation and conflict management skills. Experience with socializing and presenting analysis, proposals and strategies to organizational leaders with a demonstrated affinity for metrics.

- Demonstrated success in building operations teams in customer service.

- Strong analytical and problem solving skills; ability to analyze data, understand trends and develop recommendations for action based on the analysis. Successful track record in growing and inspiring a large team, with proven ability to select, attract, motivate, retain, and develop leaders and team members.

- Ability to streamline complex processes and implement workflows designed to increase efficiency. Ability to effectively influence and drive cross-functional change with multiple stakeholders at all levels of management working across engineering, product, marketing and business development teams.

- Strong track record of cross-functional leadership, general management capabilities. Experience with a matrix driven organization.

Role can be based in Hyderabad or Gurgaon.