Job Description
We are seeking a seasoned and strategic Director to lead the transition of Business Process Outsourcing(BPO), Knowledge Process Outsourcing(KPO), and technology / platform operations. This role is based in India and will be responsible for overseeing a team of transition managers, ensuring seamless migrations, and driving operational excellence. The ideal candidate will have extensive familiarity with financial services, SOX and cyber with proven ability to lead complex, multi-functional transitions across global delivery models.
Responsibilities
The job responsibilities include:
- Transition Leadership: Lead end-to-end BPO/KPO transitions including due diligence, solution design, planning, execution, and stabilization.
- People Leadership: Manage and mentor a team of transition managers, fostering a high-performance culture focused on accountability, collaboration, and continuous improvement.
- Stakeholder Engagement: Partner with global business leaders, clients, and cross-functional teams to align transition strategies with business goals.
- Lean / AI Transformation: An AI first & value driven mindset to identify lean transformation opportunities to standardize, automate, and innovate during transitions (and beyond) to enhance efficiency and scalability.
- Risk & Compliance Management: Ensure all transitions adhere to contractual, and internal KPMG standards
- Performance Monitoring: Define and track KPIs to measure transition success, operational readiness, and client satisfaction.
Qualifications
Educational qualifications
- Bachelors Degree / Masters Degree
Work Experience
15+ years of experience in BPO/KPO operations, with at least 5 years in transition leadership roles.
Mandatory technical & functional skills
- Demonstrated experience leading teams and managing large-scale transitions across geographies.
- Excellent communication, stakeholder management, and problem-solving skills.
Key behavioural attributes/requirements
- Domain knowledge in financial services and cybers.
- PMP, Lean Six Sigma or equivalent certifications preferred.
- Experience working in global matrixed environment.
- Exposure to digital transformation, automation, and analytics in BPO/KPO settings
- Ability to navigate ambiguity and drive strategic outcomes with hands-on execution.
Key leadership competencies
- Should drive engaged workforce and uphold positive relationships with employees, to foster a culture of collaboration, innovation, and inclusivity.
- Quality: Must have the ability to oversee all aspects of quality control processes and ensure that the services provided to the clients meet the highest possible standards by being detail-oriented, analytical, and highly organized.
- Continuous Improvement: Should be able to identify the areas of improvement and focus on continual improvement
- Financial Knowledge: Must possess strong financial skills to ensure that the financials
of their respective unit are managed to or better than budget.
- Risk & Compliance: Should ensure all risk practices of the firm are compiled without any non-compliance.
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