Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.We empower car dealers and manufacturers to fully embrace digital transformation. How By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.We use cutting-edge technology to link our clients systems, departments and sites. We provide an open technology platform that's shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of itRole PurposeThis is a hands?on leadership role for PS capabilities delivered from India, with dual accountability.Experience in leading delivery operations and driving transformation initiatives within a BPO environment is requiredLead and support the Transformation Manager and Service Delivery Manager to ensure both functions deliver operational excellence meeting client commitments, optimizing workflows, and embedding a culture of continuous improvement.Extend influence across the global organization, positioning this combined function as a center of excellence for efficient, scalable, and knowledge?driven delivery.You will be joining a relatively new, evolving team with significant scope to shape its direction and ways of working. Success will require a proactive, opportunity?driven approach spotting potential improvements, initiating change, and driving the agenda forward. You'll balance moving forward with operational execution, ensuring today's services run smoothly while building the capabilities, processes, and tools that will define tomorrow's success. This means working closely with your managers and their teams, engaging directly with stakeholders, and being prepared to roll up your sleeves to solve problems, remove blockers, and deliver results.
Key Responsibilities
- Operation Lead:
- Lead the Service Delivery Manager, Supervisors, and production staff to meet agreed SLAs, KPIs, and client satisfaction targets
- Ensure effective workload planning, resource allocation, and performance management across the delivery function
- Assess delivery risk and quality and ensure both a robust approach in place as well as a continual drive to improve standards
- Transformation Leadership
- Direct and support the Transformation in delivering process improvement, automation, and knowledge management initiatives
- Actively participate in high?impact transformation projects, from process mapping to solution design and implementation
- Champion the adoption of AI, RPA, and knowledge?driven tools to improve efficiency, quality control, and decision?making
- Strategic & Organisational Influence:
- Partner with senior leaders across Keyloop to align service delivery and transformation priorities with business strategy
- Progressively expand the function's influence to become a global centre of excellence for process and delivery improvement
- Share best practices, frameworks, and tools across regions and functions to drive consistency and scalability
- People & Culture:
- Build a high?performing, collaborative culture across both service delivery and transformation teams
- Coach and develop managers and team members, ensuring clear objectives, growth opportunities, and succession planning
- Foster an environment where innovation, accountability, and continuous improvement are part of everyday work
Skills & Experience : Essential
- 10+ years experience in operational/transformation roles - both service delivery and change/transformation responsibilities
- Proven track record of leading multi?layered teams (managers, supervisors, and specialist staff) to deliver operational excellence
- Strong project/programme management skills, including planning, governance, and stakeholder engagement
- Demonstrated critical thinking and structured problem?solving skills, able to navigate complex, multi?system environments and deliver pragmatic solutions
- Experience in process mapping, continuous improvement, and change management
- Excellent communication and influencing skills, with the ability to engage at all organizational levels
- Experience applying Lean, Six Sigma, or other continuous improvement methodologies to streamline processes, reduce variation, and embed a culture of measurable, data?driven improvement
Skills & Experience : Desirable
- Familiarity with automation technologies (AI, RPA, workflow orchestration) and knowledge management practices
- Experience with tools such as Jira, Confluence, Visio / Lucidchart
- Familiarity with data integration, APIs, and workflow automation
- Experience working in Agile/Scrum delivery environments
Key Attributes
- Strategic thinker with a hands?on delivery mindset
- Able to balance operational detail with long?term vision
- Collaborative leader who inspires trust and drives results
Why join us
We're on a journey to become market leaders in our space and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.
