Outscale Partners is looking for a dynamic Director Operations for the HR Shared Services business unit. Reporting directly to the CEO, you will lead a team of approximately 100+ professionals delivering HR operations for global clients while driving operational excellence, AI-enabled transformation, client satisfaction, and business growth.
Key Responsibilities
- Lead end-to-end HR Shared Services operations, ensuring delivery against SLAs, quality, productivity, and compliance targets.
- Manage client relationships, conduct governance reviews, and identify opportunities to expand existing engagements.
- Drive operational excellence through Lean methodologies, process standardization, automation, and AI adoption.
- Lead, coach, and develop managers and operational teams to build a high-performance culture.
- Own operational KPIs, workforce planning, budgets, profitability, and continuous improvement initiatives.
- Partner with Sales and Solutions teams during new client transitions and business expansion opportunities.
- Build scalable operating models capable of supporting rapid organizational growth.
- Ensure strong governance, risk management, and compliance across all operations.
What We're Looking For
- 12–18 years of experience in BPM/BPO or Shared Services operations.
- Proven experience managing HR Shared Services or employee lifecycle processes for global clients.
- Demonstrated leadership of teams of 75–300 employees through multiple levels of management.
- Strong understanding of operational metrics, workforce management, client governance, and process improvement.
- Experience leading automation, AI, digital transformation, or RPA initiatives is highly desirable.
- Excellent leadership, stakeholder management, communication, and problem-solving skills.
- Bachelor's degree required; MBA or Lean Six Sigma certification is an advantage.
- This is a 5 day in office role at our Gurugram location
Success in This Role
You will be measured on:
- Client satisfaction and SLA achievement
- Automation and AI adoption
- Operational efficiency and productivity improvements
- Margin enhancement and cost optimization
- Employee engagement and talent development
- Business growth within existing accounts
Why Outscale
This is an opportunity to work directly with the CEO and help build the next generation of AI-enabled business operations. You'll have an active role to play in shaping strategy, influence technology adoption, develop future leaders, and make a measurable impact in a fast-growing global organization. If you're passionate about operational excellence, transformation, and building high-performing teams, we'd love to hear from you.
