Operations Transformation Leader (BPO/KPO)
Experience: 12–18 Years
Qualification: Graduate
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.
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.
Reporting To: Principal
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 pain points
- Use data-driven insights to recalibrate expectations where required
- 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 TAT
- 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 for 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 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
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)
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
