Description:

The Director - Operations (GCC Account) is a senior leadership role, responsible for managing end-to-end operations of the GCC account.

This role will:

- Act as the single point of ownership for day-to-day GCC operations (recruitment, finance coordination, operations, client communication, office facilities, HR, compliance).

- Partner with the Country Head and global leaders to set up and scale the GCC from ground up.

- Ensure smooth delivery, governance and stakeholder satisfaction for the GCC account.

This is ideal for someone who has built or scaled a GCC from scratch and is comfortable owning both strategy

Key Responsibilities:

1. GCC Setup & Scale-up (Ground Up)

- Lead the end-to-end setup of the GCC from the ground up, including processes, teams, ways of working and governance.

- Work with leadership to define the site strategy, capacity plan, org structure and ramp-up roadmap.

- Coordinate with internal teams (IT, Admin, Legal, HR, Finance)

2. Day-to-Day Operations Ownership

Own all day-to-day operations for the GCC account in Pune, including:

- Recruitment & workforce planning (in partnership with Talent Acquisition)

- Finance coordination & budgeting inputs for the account

- Operational delivery and issue resolution

- Client communication & governance calls

- Office space & facilities coordination

- HR & people processes (with HR team)

- Compliance & regulatory adherence (with legal / compliance

- Track and manage SLAs, KPIs and service quality across functions.

- Escalate and resolve operational issues proactively with internal and client stakeholders.

3. Client & Stakeholder Management

- Act as a key operations contact for GCC client leadership and internal senior stakeholders.

- Lead regular review meetings, governance forums and performance updates with clients and internal leadership.

- Build strong relationships with client stakeholders, understanding their expectations and translating them into clear operational plans.

4. People Leadership & Cross-functional Coordination

- Build and lead a cross-functional operations team for the GCC account.

- Work with HR and TA to hire, onboard and retain talent across relevant functions.

- Ensure clear roles, responsibilities and ownership across recruitment, finance ops, HR, facilities and delivery teams.

- Drive a positive, high-performance culture aligned with Reliable Group values.

5. Governance, Compliance & Risk Management

- Ensure that all GCC operations comply with Reliable Group policies, client requirements and local regulations.

- Coordinate with compliance, finance and legal to ensure contracts, documentation, audits and certifications are in order.

- Identify operational risks, gaps and dependencies, and implement mitigation plans.

6. Continuous Improvement & Efficiency

- Identify and drive process improvements, automation and standardization across the GCC account.

- Use metrics and data to improve efficiency, cost, productivity and quality.

- Benchmark GCC operations with industry best practices and suggest changes to keep the center competitive and efficient.

Required Qualifications:

- 12+ years of overall experience in operations / center management roles.

- Strong experience in GCC / Captive / Shared Services / Outsourcing / Offshoring environments.

- Mandatory: Hands-on experience in setting up or scaling a GCC / large center from ground up in India.

- Experience handling multi-functional operations (recruitment, finance coordination, HR, facilities, client communication, compliance).

- Proven track record of working with senior stakeholders / clients (India and global).

- Strong skills in people leadership, stakeholder management, problem solving and execution.