Director Finance & Accounts

Vice President- Global Operating Leader

The Global Operating Leader is responsible for the overall service delivery management for all the service lines of F&A (viz. PTP, OTC and RTR). You will be the key point of contact for GBS and Business for any service delivery related escalations management. This role acts as the SPOC for all the services. The role of Global operating leader includes liaising with business and GBS, understanding their expectations and updating the service lines teams and providing guidance to meet the expectations.

The role will work in conjunction with operational teams, internal and external stakeholders to ensure service delivery, transformation and change management

Responsibilities

Service Delivery management

• Managing the service delivery and ensuring that the agreed service levels are met

• Set up a strong governance model in place with internal & external stakeholders

• Working as a point of contact for Escalation related to service delivery

• Leading the steering committee meetings and providing updates to all the relevant stakeholders about any changes

• Responsible for people leadership and driving, engaging and motivating the team

• Reviewing and approving Resource planning and staffing

• Ensure client happiness and successful external & internal audit

• Help promoting diversity, inclusion, and employee engagement across global teams, and developing a strong leadership pipeline

• Expand the role’s financial focus to include managing cost-to-serve ratios, EBITDA impact, and driving profitability for service lines.

• Explicitly include data analytics and AI as a core responsibility for decision-making, operational efficiency, and predictive performance optimization.

Contract Management

• Lead contract renewal discussions and drive closure

• Discussing and finalizing the FTEs billing

• Responsible for reviewing and finalizing addition of scope

• Ensuring governance over contractual productivity delivery

Cross functional collaboration

• Working closely with LDT, Knowledge Management, Transition, ERC teams to drive the transformation, Resource learning and developments, ongoing knowledge transfers, and Audit compliances in the process

Key Competencies

Strategic Vision & Execution along with Problem-Solving attitude

Innovation & Digital Proficiency

Client-Focused Innovation & Relationship Management

Financial Acumen; Operational Efficiency & Process Improvement

People Leadership & Culture Development

Technological & Digital Proficiency - AI and Data-Driven Leadership

Risk Management & Governance Compliance

Minimum qualifications

1. Bachelor’s degree in business, Operations Management, or a related field; MBA or equivalent preferred.
2. Relevant years of experience in the outsourcing or BPO industry, with experience in a senior global operations role.
3. Demonstrated expertise in managing large-scale, multi-regional service delivery teams.
4. Strong understanding of digital transformation, automation, and operational technologies.

Preferred qualifications

Relevant work experience in overall F&A across RTR, PTP, OTC domains

Experience with Lean, Six Sigma, or similar process improvement methodologies

Very good written and verbal communication skills

Proficient in MS Office applications, especially in MS excel, PowerPoint Presentation

Good analytical and problem-solving skills and ability to balance team and client discussions

Exceptional leadership, communication, and client relationship management skills.