Operational Innovations Director/Senior Manager (Mumbai)
Operational Innovations Director/Senior Manager (Mumbai)
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Mumbai, India
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Posted: less than a week ago
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Description
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
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
Highlights
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Company nameeClerx
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Job positionOperational Innovations Director/Senior Manager (Mumbai)
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