Job Description

Key Responsibilities:

1)

Service Delivery & Operations Control

Ensure SLA/OLA adherence, TAT, accuracy, and customer experience (CX)/satisfaction targets (NPS) Own daily/weekly production plan, capacity, and throughput across all teams in scope Prioritize queues; manage escalations; remove blockers; enable TLs to schedule and assign work Govern end?to?end process health: input quality, processing controls, output delivery, feedback loops Approve exceptions and non?standard handling with documented rationale
2)

People Leadership & Capability

Build a high?performing team culture; coach Team Leads on planning, feedback, and performance Own workforce planning (FTE, skill mix, work continuity), hiring decisions, onboarding and ramp plans Define role expectations and career pathways; drive Individual Career Development Plans (IDP's), training, and certification (as necessary) for TLs & SMEs Manage performance cycles, lead PIP/recognition; succession planning for critical roles
3)

Performance Management & Analytics

Establish KPI framework; review daily/weekly scorecards with TLs, course-correct proactively Drive root cause analysis (RCA) using data; track corrective/preventive actions (CAPA) Publish monthly/quarterly business reviews (MBR/QBR) with trend insights and improvement plans
4)

Stakeholder Management & Customer Experience

Act as single point of accountability for business stakeholders, align on SLAs, demand, and change Run structured governance forums (MBR/QBR); manage cross?functional dependencies and comms Capture VoC/NPS; ensure actioned feedback and transparent status updates
5)

Process Excellence & Continuous Improvement

Own Lean/Six Sigma pipeline: map processes, digitize, eliminate waste, standardize SOPs Prioritize opportunities, remove roadblocks, track benefits realization Ensure robust knowledge management: SOP currency, version control, handbooks, job aids

6) Risk, Controls & Compliance

Ensure policy adherence, regulatory compliance, data privacy, and internal controls Run risk registers and control testing cadence, close audit actions on time Define escalation paths, segregation of duties (SoD), and exception approval limits

7)

Technology, Automation & Transformation

Champion automation, RPA, manage business requirements document (BRDs) Govern change management (UAT, training, hyper care) track stabilization metrics Partner with IT on application/platform performance, access controls, and incident management

8 )

Governance & Escalation

Operate a tiered governance: Daily huddles, Weekly Ops Reviews, MBR/QBR with stakeholders Maintain a Risk & Escalation matrix; resolve escalations within timelines; record decisions Ensure documentation hygiene: SOPs, playbooks, R&Rs, training logs, risk & control evidence

9)

Transition, Migration & Scaling

(Applicable based on Operating Model)

Lead transitions (from functions) with structured TOM, due diligence, and cutover plans Secure resourcing, training, SOP sign-off, and hyper care. Sign off on steady state readiness * Scale capacity and standardize global templates; manage demand/surge plans