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.