Operational Innovations Director/Senior Manager (Mumbai)

Operations Transformation Leader (BPO/KPO) Experience: 12–18 Years

Graduate

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 .

Identify gaps in SOPs, controls, capacity planning, and execution discipline

Use data-driven insights to recalibrate expectations where required

Process Transformation & Execution

Implement quality frameworks, controls, and error-proofing mechanisms

Identify and deploy automation opportunities (RPA, AI, workflow tools)

People & Performance Management

Coach teams on SLA adherence, quality standards, and execution rigor

Establish KPI/SLA frameworks for productivity, quality, and TAT

Benchmark performance against industry standards

Capability Building

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

Strong problem-solving and root cause analysis expertise

Deep BPO/KPO operations experience across relevant domains

Solid understanding of RPA, AI, and workflow automation

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)

Improved productivity, quality, and turnaround time

Sustained performance post-transition Apply on Kit Job: kitjob.in/job/4n8ghe