Director Operations – TAC

India - Chennai
Posted 4 weeks ago

Title: Director Operations – TAC

Location: Chennai

Experience: 10 to 15 years in Business Operations

 

About the Role:

The Director of Operations will bring extraordinary focus and expertise in designing, implementing, and scaling a dynamic operation and organization focused on customer-centricity, team growth, and well-being, and operational rigor.

The incumbent should be a dynamic people leader who understands the – bigger picture and can balance strategic vision and thought leadership with execution excellence. The ability to work cross-functionally across the organization is another critical aspect of this role.

 

Job Description:

  • Manage business operations, including the development and execution of the overall business strategy.
  • Contribute strategically to the growth and direction of clients’ products and services across different regions.
  • Establish strong relationships with clients. Meet and exceed business growth targets.
  • Drive operational improvements for business vertical(s), including optimizing resource allocation across teams, measuring progress against business goals.
  • Participate in and help steer global initiatives as appropriate and ensure that global initiatives are rolled out properly to your vertical/sector.
  • Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.
  • Build high-performance teams, improve organizational efficiencies, build scalable business processes and infrastructure.
  • Ensure alignment with cross-functional teams across business lines that support and help execute better business.
  • Participate/lead cross-functional strategic planning activities to plan budgets, expansion plans, and operational plans (service design, operations costs, HC, hiring, etc.).

 

Desired Skills:

  • Any Graduate/PG Degree having 16 – 20 years of work experience
  • Experience in Enterprise Support/Contact Centre/BPO into International & Domestic Operations
  • Have Managed a headcount of 100 – 250
  • Strong internal client-facing skills with excellent communication, negotiation, and conflict management skills.
  • Experience with socializing and presenting analysis, proposals, and strategies to organizational leaders with a demonstrated affinity for metrics.
  • Demonstrated success in building operations teams in customer service.
  • Strong analytical and problem-solving skills; ability to analyze data, understand trends, and develop recommendations for action based on the analysis. Successful track record in growing and inspiring a large team, with proven ability to select, attract, motivate, retain, and develop leaders and team members.
  • Ability to streamline complex processes and implement workflows designed to increase efficiency. Ability to effectively influence and drive cross-functional change with multiple stakeholders at all levels of management working across engineering, product, marketing, and business development teams.
  • Strong track record of cross-functional leadership, general management capabilities. Experience with a matrix-driven organization.
  • Proven ability to drive performance and grow businesses. Analytical acumen and thought leadership, paired with an agile mindset and can-do attitude.
  • Distinctive problem-solving and project management skills, including experience executing complex strategic and operational initiatives.
  • Strong business acumen and the ability to successfully navigate and influence strong personalities within a complex business environment. Ability to pay attention to detail while handling multiple, simultaneous projects.
  • Excellent communication and facilitation skills, proven track record of building strong relationships with stakeholders.
  • Data-driven with a keen eye for detail – proactive identification of failure points/ risks and develop action/ mitigation plans
  • Ownership & accountability – for the team performance (SLAs and KPIs)

Job Features

Job CategoryDelivery
Job Level10 - 15 Years
Experience10 - 15

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