Operations Transformation Leader (BPO/KPO)
Role Overview
we are looking for a highly driven and assertive Operations Transformation Leader to join our elite tiger team. This role focuses on stabilizing and transforming client engagements within transaction processing environments across Hi-Tech, MRO, and BFSI domains.
This role will directly report into Principal.
You will play a critical role in diagnosing operational challenges, driving transformation initiatives, and delivering measurable improvements in service delivery, client satisfaction, and operational efficiency.
Experience Qualifications
- 12 18+ years in operations, transformation, or consulting
- Proven experience in turning around underperforming operations
-
Experience managing large delivery teams (100+ FTE preferred)
Key Skills
Strong problem-solving and root cause analysis expertise - Assertive mindset with ability to challenge stakeholders constructively
- Deep BPO/KPO operations experience across relevant domains
- Strong understanding of RPA, AI, and workflow automation
- Excellent stakeholder management and executive communication skills
- Ability to thrive in fast-paced, high-pressure environments
Success Metrics - Reduction in SLA breaches and escalations
- Improved productivity, quality, and turnaround time
- Increased client satisfaction and retention
- Adoption of standardized processes and governance
- Sustained performance post-transition
Experience Qualifications
- 12 18+ years in operations, transformation, or consulting
- Proven experience in turning around underperforming operations
-
Experience managing large delivery teams (100+ FTE preferred)
Key Skills
Strong problem-solving and root cause analysis expertise - Assertive mindset with ability to challenge stakeholders constructively
- Deep BPO/KPO operations experience across relevant domains
- Strong understanding of RPA, AI, and workflow automation
- Excellent stakeholder management and executive communication skills
- Ability to thrive in fast-paced, high-pressure environments
Success Metrics - Reduction in SLA breaches and escalations
- Improved productivity, quality, and turnaround time
- Increased client satisfaction and retention
- Adoption of standardized processes and governance
- Sustained performance post-transition
Key Responsibilities
Rapid Diagnosis Stabilization
- Step into high-priority engagements facing delivery challenges or SLA breaches
- Conduct end-to-end diagnostics across people, process, technology, and governance
-
Identify gaps in SOPs, controls, capacity planning, and execution discipline
Client Engagement Expectation Alignment
- Partner directly with clients to understand expectations and key pain points
- Use data-driven insights to align and recalibrate expectations where needed
-
Build trust through structured recovery and stabilization plans
Process Transformation Execution
- Drive process standardization, re-engineering, and workflow optimization
- Implement quality frameworks, controls, and error-proofing mechanisms
- Identify and deploy automation opportunities (RPA, AI, workflow tools)
People Performance Management - Diagnose capability gaps, productivity issues, and team dynamics
- Strengthen accountability and ownership with frontline managers
- Coach teams on SLA adherence, quality standards, and execution rigor
Operational Excellence Governance - Establish KPI/SLA frameworks for productivity, quality, and turnaround time
- Drive governance cadence (daily reviews, weekly tracking, escalations)
- Benchmark performance against industry standards
Capability Building - Train teams on operational excellence, metrics, and process discipline
- Institutionalize best practices to ensure long-term sustainability
Transition Deployment - Lead transformation engagements (typically 3 4 months)
- Ensure smooth handover with stabilized operations and trained teams
- Transition to the next critical engagement
Key Responsibilities
Rapid Diagnosis Stabilization
- Step into high-priority engagements facing delivery challenges or SLA breaches
- Conduct end-to-end diagnostics across people, process, technology, and governance
-
Identify gaps in SOPs, controls, capacity planning, and execution discipline
Client Engagement Expectation Alignment
- Partner directly with clients to understand expectations and key pain points
- Use data-driven insights to align and recalibrate expectations where needed
-
Build trust through structured recovery and stabilization plans
Process Transformation Execution
- Drive process standardization, re-engineering, and workflow optimization
- Implement quality frameworks, controls, and error-proofing mechanisms
- Identify and deploy automation opportunities (RPA, AI, workflow tools)
People Performance Management - Diagnose capability gaps, productivity issues, and team dynamics
- Strengthen accountability and ownership with frontline managers
- Coach teams on SLA adherence, quality standards, and execution rigor
Operational Excellence Governance - Establish KPI/SLA frameworks for productivity, quality, and turnaround time
- Drive governance cadence (daily reviews, weekly tracking, escalations)
- Benchmark performance against industry standards
Capability Building - Train teams on operational excellence, metrics, and process discipline
- Institutionalize best practices to ensure long-term sustainability
Transition Deployment - Lead transformation engagements (typically 3 4 months)
- Ensure smooth handover with stabilized operations and trained teams
- Transition to the next critical engagement
Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
12-18 years96
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Job Description
Download ResumeOperations Transformation Leader (BPO/KPO)
Role Overview
we are looking for a highly driven and assertive Operations Transformation Leader to join our elite tiger team. This role focuses on stabilizing and transforming client engagements within transaction processing environments across Hi-Tech, MRO, and BFSI domains.
This role will directly report into Principal.
You will play a critical role in diagnosing operational challenges, driving transformation initiatives, and delivering measurable improvements in service delivery, client satisfaction, and operational efficiency.
Experience Qualifications
- 12 18+ years in operations, transformation, or consulting
- Proven experience in turning around underperforming operations
-
Experience managing large delivery teams (100+ FTE preferred)
Key Skills
Strong problem-solving and root cause analysis expertise - Assertive mindset with ability to challenge stakeholders constructively
- Deep BPO/KPO operations experience across relevant domains
- Strong understanding of RPA, AI, and workflow automation
- Excellent stakeholder management and executive communication skills
- Ability to thrive in fast-paced, high-pressure environments
Success Metrics - Reduction in SLA breaches and escalations
- Improved productivity, quality, and turnaround time
- Increased client satisfaction and retention
- Adoption of standardized processes and governance
- Sustained performance post-transition
Experience Qualifications
- 12 18+ years in operations, transformation, or consulting
- Proven experience in turning around underperforming operations
-
Experience managing large delivery teams (100+ FTE preferred)
Key Skills
Strong problem-solving and root cause analysis expertise - Assertive mindset with ability to challenge stakeholders constructively
- Deep BPO/KPO operations experience across relevant domains
- Strong understanding of RPA, AI, and workflow automation
- Excellent stakeholder management and executive communication skills
- Ability to thrive in fast-paced, high-pressure environments
Success Metrics - Reduction in SLA breaches and escalations
- Improved productivity, quality, and turnaround time
- Increased client satisfaction and retention
- Adoption of standardized processes and governance
- Sustained performance post-transition
Key Responsibilities
Rapid Diagnosis Stabilization
- Step into high-priority engagements facing delivery challenges or SLA breaches
- Conduct end-to-end diagnostics across people, process, technology, and governance
-
Identify gaps in SOPs, controls, capacity planning, and execution discipline
Client Engagement Expectation Alignment
- Partner directly with clients to understand expectations and key pain points
- Use data-driven insights to align and recalibrate expectations where needed
-
Build trust through structured recovery and stabilization plans
Process Transformation Execution
- Drive process standardization, re-engineering, and workflow optimization
- Implement quality frameworks, controls, and error-proofing mechanisms
- Identify and deploy automation opportunities (RPA, AI, workflow tools)
People Performance Management - Diagnose capability gaps, productivity issues, and team dynamics
- Strengthen accountability and ownership with frontline managers
- Coach teams on SLA adherence, quality standards, and execution rigor
Operational Excellence Governance - Establish KPI/SLA frameworks for productivity, quality, and turnaround time
- Drive governance cadence (daily reviews, weekly tracking, escalations)
- Benchmark performance against industry standards
Capability Building - Train teams on operational excellence, metrics, and process discipline
- Institutionalize best practices to ensure long-term sustainability
Transition Deployment - Lead transformation engagements (typically 3 4 months)
- Ensure smooth handover with stabilized operations and trained teams
- Transition to the next critical engagement
Key Responsibilities
Rapid Diagnosis Stabilization
- Step into high-priority engagements facing delivery challenges or SLA breaches
- Conduct end-to-end diagnostics across people, process, technology, and governance
-
Identify gaps in SOPs, controls, capacity planning, and execution discipline
Client Engagement Expectation Alignment
- Partner directly with clients to understand expectations and key pain points
- Use data-driven insights to align and recalibrate expectations where needed
-
Build trust through structured recovery and stabilization plans
Process Transformation Execution
- Drive process standardization, re-engineering, and workflow optimization
- Implement quality frameworks, controls, and error-proofing mechanisms
- Identify and deploy automation opportunities (RPA, AI, workflow tools)
People Performance Management - Diagnose capability gaps, productivity issues, and team dynamics
- Strengthen accountability and ownership with frontline managers
- Coach teams on SLA adherence, quality standards, and execution rigor
Operational Excellence Governance - Establish KPI/SLA frameworks for productivity, quality, and turnaround time
- Drive governance cadence (daily reviews, weekly tracking, escalations)
- Benchmark performance against industry standards
Capability Building - Train teams on operational excellence, metrics, and process discipline
- Institutionalize best practices to ensure long-term sustainability
Transition Deployment - Lead transformation engagements (typically 3 4 months)
- Ensure smooth handover with stabilized operations and trained teams
- Transition to the next critical engagement
Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.