Country/Region Lead – BPO, Customer Experience & Data Analytics

About the Role

Customer Experience, Business Process Operations, and Data Analytics

end-to-end service delivery

Key Responsibilities

• Provide

  strategic direction and operational oversight

  for India operations across BPO, Customer Experience, and Data Analytics functions.
• Lead, inspire, and mentor the India leadership team to achieve business goals while fostering a culture of performance, inclusion, and innovation.
• Build and scale high-performing

  customer experience operations

  with a strong focus on quality, efficiency, and satisfaction metrics (CSAT, NPS, FCR, etc.).
• Drive

  data-led transformation

  by leveraging analytics, automation, and AI to improve processes, reduce cost, and enhance customer outcomes.
• Partner with global business and functional leaders to align India’s strategy with global objectives, ensuring synergy across teams.
• Oversee

  support functions

  including HR, Finance, Legal, Facilities, and IT to ensure operational excellence and compliance.
• Serve as the

  external face of the company in India

  , representing the organization with regulatory bodies, industry forums, and local partners.
• Ensure strong governance, compliance, and risk management practices across all business areas.
• Drive a continuous improvement culture focused on

  operational KPIs, process standardization, and talent development

  .

Experience and Expertise

• 15+ years of leadership experience

  in BPO, Shared Services, or Global Capability Centers with deep exposure to

  Customer Experience

  and

  Data Analytics

  operations.
• Proven success in

  scaling large, multi-function operations

  with measurable business impact.
• Strong understanding of

  CX metrics

  ,

  digital transformation

  , and

  data analytics platforms

  (e.g., Power BI, Tableau, Google Analytics, etc.).
• Demonstrated ability to work across cultures and matrix organizations, influencing global stakeholders effectively.
• Experience in

  process re-engineering

  ,

  automation (RPA/AI)

  , and

  data-driven decision-making

  .
• Excellent financial acumen with experience managing

  P&L

  , budgets, and cost optimization programs.
• Strong people leadership, communication, and change management skills.
• Ability to manage multiple stakeholders and drive accountability across functions.
• Advanced degree in Business, Technology, or Analytics preferred.

Leadership Competencies

• Customer-First Mindset:

  Deep passion for customer experience and operational excellence.

• Analytical Thinker:

  Uses data to drive strategy, decision-making, and measurable outcomes.

• Collaborative Leader:

  Builds trust and alignment across global and local teams.

• Innovator:

  Encourages experimentation, new ideas, and use of emerging technologies.

• Inclusive Leader:

  Builds diverse, empowered teams with a culture of growth and accountability.

• Strategic Executor:

  Balances long-term vision with short-term deliverables to ensure sustainable growth.