Country/Region Lead BPO, Customer Experience & Data Analytics

As the India Leader, you will play a crucial role in providing strategic and operational leadership for all India-based operations. Your main focus areas will include Customer Experience, Business Process Operations, and Data Analytics. You will need to be a visionary yet hands-on leader who can drive excellence in service delivery, build and scale high-performing teams, and represent the India center in the global leadership ecosystem. 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. In this role, you will need to embody key leadership competencies such as a Customer-First Mindset, Analytical Thinking, Collaborative Leadership, Innovation, Inclusive Leadership, and Strategic Execution. Your ability to balance long-term vision with short-term deliverables will be critical to ensuring sustainable growth.,