Head - Client Experience & Operations

Head of Client Experience & Operations

Description:

What Youll Lead:

- Bangalore Site Leadership: Oversee all Operations & Service teams across workforce planning, quality, learning, reporting, knowledge, dealing, and client services. Drive culture, collaboration, governance, and strategic alignment at the site.

- Enablement Strategy: Build an integrated enablement function spanning WFM, QA, L&D, Knowledge, and Reporting, aligned to global client experience and operational excellence goals.

- Digital Support Experience: Shape customer-facing help & self-service journeys across web/app, balancing automation with empathy and ensuring a unified knowledge ecosystem.

- Workforce, Learning & Quality: Lead global WFM, scale capability-building through a modern learning academy, and run the global QA framework powered by analytics and AI insights.

- Insights & Governance: Establish dashboards, reporting standards, and predictive insights that inform senior decision-making and performance improvement.

What You Bring:

- 8 to 12+ years in customer experience, service enablement, operations, or digital support leadership.

- Experience in global/complex environments (financial services, tech, SaaS, or regulated industries preferred).

- Strong capability in WFM systems, LMS, analytics, knowledge platforms, and digital experience design.

- A leadership style that blends strategic thinking, clarity, empathy, and data-driven decision making.

Why This Role Matters:

You will influence how global teams operate and how clients experience the platforms - shaping culture, capability, and digital experience from one of the most important global hubs.

If you're a returning Indian leader seeking a role with impact at global scale, we'd love to connect.