Role Overview:

We are hiring a senior Operations leader for a high-growth, consumer-facing organization with a multi-location delivery model.

The Head - Operations will have end-to-end responsibility for operational performance, service delivery, transaction processing, customer operations, process governance, workforce planning, revenue assurance, reporting and analytics, automation, and continuous improvement.

This is a leader-of-leaders role requiring strong ownership of operating metrics, cost, quality, scalability, and customer outcomes.

Key Responsibilities:

- Own operational performance, budgets, productivity, service levels, quality, and cost-to-serve.

- Lead multiple operations functions through senior managers and functional leaders.

- Drive process standardization, SOP governance, controls, and continuous improvement.

- Own customer operations, transaction/order management, escalations, and service outcomes.

- Strengthen revenue assurance, reconciliation, leakage identification, and recovery processes.

- Oversee product/pricing/configuration operations where accuracy and turnaround time are business-critical.

- Build strong MIS, dashboards, forecasting, and operational analytics for executive decision-making.

- Drive automation and digitisation of manual and high-volume processes.

- Lead workforce planning, capacity management, capability development, and succession planning.

- Ensure consistent operating standards across multiple delivery locations.

- Partner closely with Finance, Commercial, Product, Technology, Risk & Compliance, and other senior stakeholders.

- Deliver outcomes through both direct teams and cross-functional stakeholders outside the reporting line.

Candidate Profile:

- 12+ years of operations experience, including 5+ years leading large, multi-team operations.

- Experience managing General Managers, Senior Managers, or equivalent functional leaders.

- Strong background in consumer-facing service and transaction operations.

- Experience in offshore, shared-services, GCC, BPO, or global delivery environments serving international markets.

- Exposure to regulated or compliance-intensive sectors.

- Demonstrated ownership of operational budgets, workforce planning, quality, productivity, and service metrics.

- Strong experience in process and SOP governance, operational controls, and continuous improvement.

- Experience with revenue assurance, reconciliations, leakage management, or lead-to-cash/order-to-cash operations.

- Experience managing product, pricing, tariff, catalogue, or configuration operations is highly relevant.

- Proven track record of automation or digitisation with measurable operational impact.

- Strong analytical capability and hands-on experience with MIS and business performance reporting.

- Ability to demonstrate quantified improvements across cost, quality, turnaround time, productivity, rework, or customer outcomes.

- Excellent stakeholder management and executive communication skills.

Preferred Background:

- Experience in one or more of the following would be advantageous: consumer technology, fintech, financial services, insurance, telecommunications, utilities, marketplaces, shared services, GCCs, BPO/outsourcing, or other high-volume consumer operations.

What We Are Looking For:

- A hands-on, commercially minded operations leader who understands the numbers behind the operation, builds strong senior teams, improves processes structurally, uses data to identify root causes, and can scale operations without compromising quality or customer outcomes.