Productivity
Utilization
SLA/TAT
Quality
Capacity
Attrition
Absenteeism
Cost per transaction
Revenue and margins
Resource deployment
Forecast vs. actual performance
Translate operational data into actionable insights and business decisions.
Prepare and present monthly/quarterly business reviews and management reports.
Identify trends, performance gaps and opportunities for operational optimization.
Cost & Commercial Management
Own operational cost management and drive cost optimization and productivity improvement.
Monitor manpower utilization, capacity planning and resource deployment.
Partner with finance and business teams on budgeting, forecasting and cost analysis.
Identify opportunities to improve margins without impacting service quality or client experience.
People Leadership
Provide strategic leadership to a large operations team of 200+ employees.
Lead managers/team leaders and build a strong leadership pipeline.
Drive employee engagement, performance management, capability development and succession planning.
Monitor attrition and implement effective retention strategies.
Create a culture focused on accountability, ownership, customer centricity and continuous improvement.
Creative / Graphic Operations
Manage or support operations involving graphic design, creative production, digital content, marketing collateral, presentations, image/video content or other creative services.
Understand creative production workflows, capacity planning, quality parameters and delivery timelines.
Work closely with creative teams, project managers and clients to ensure timely and high-quality delivery.
Balance creative quality with productivity, SLA, cost and commercial objectives.
Exposure to tools, workflows or environments supporting creative/graphic operations will be an advantage.
Continuous Improvement
Identify operational inefficiencies and lead process improvement, automation and productivity initiatives.
Drive Lean/Six Sigma or other structured improvement initiatives where applicable.
Standardize processes, workflows and reporting mechanisms across teams.
Establish a data-driven operating culture focused on measurable business outcomes.
Required Experience & Skills
12+ years of overall experience, preferably in International BPO/ITES operations.
Minimum 5+ years in senior leadership roles involving strategic and people leadership.
Proven experience managing 200+ resources in a large-scale operations environment.
Strong experience in client delivery and international client management.
Excellent understanding of SLA, KPI, productivity, quality and operational governance.
Strong analytical and numerical skills with hands-on experience in MIS, dashboards, reports and performance metrics.
Strong exposure to cost management, capacity planning and resource optimization.
Proven experience handling client escalations and complex operational issues.
Strong people management, communication and stakeholder management skills.
Strategic thinker with the ability to convert data into actionable business decisions.
Experience in creative/graphic/digital content operations will be an added advantage.
Strong presentation and business review skills.
Proficiency in MS Excel, PowerPoint and reporting/dashboarding tools.
Experience working with global clients and geographically distributed teams.
Key Competencies
Operational Leadership | Client Management | People Leadership | Cost Management | SLA & KPI Governance | MIS & Reporting | Data Analytics | Capacity Planning | Productivity Management | Escalation Management | Continuous Improvement | Creative Operations | Strategic Planning | Stakeholder Management
Key Success Metrics
SLA & TAT adherence
Productivity and utilization
Quality performance
Cost and margin improvement
Client satisfaction
Attrition and employee engagement
Capacity utilization
Revenue and operational efficiency
Continuous improvement benefits
Work Location
Work From Office (WFO) – Mandatory
