Director of Operations

Position Summary:

We are seeking a dynamic and experienced Senior Manager / Director of Operations to lead and optimize our delivery processes end-to-end. The ideal candidate will have a strong understanding of operational workflows, quality standards, and contractual obligations, with the ability to influence and collaborate across teams without direct authority. This role demands exceptional communication skills, strategic thinking, and a passion for continuous learning and process excellence within a structured environment.

Key Responsibilities:

• Lead, oversee, and continuously improve the end-to-end delivery process to ensure consistent, high-quality execution aligned with business goals.
• Deeply understand and map the delivery lifecycle, identifying opportunities for efficiency gains, risk mitigation, and quality enhancement.
• Evaluate and identify contractual gaps or risks from a delivery perspective, collaborating with legal and contract teams to implement necessary controls or amendments.
• Partner with cross-functional teams, including project management, quality assurance, and client services, to ensure seamless delivery and customer satisfaction.
• Communicate effectively with stakeholders at all levels, influencing decision-making and driving alignment without relying on formal authority.
• Foster a culture of collaboration, teamwork, and shared accountability within the operations and delivery teams.
• Implement and maintain strong process governance frameworks to ensure operational discipline and compliance.
• Monitor key performance indicators (KPIs) related to delivery, quality, and operational efficiency; prepare reports and present findings to senior leadership.
• Identify training needs and encourage continuous learning and development among team members to keep pace with evolving operational best practices.
• Stay updated on industry trends and operational methodologies to innovate and enhance delivery capabilities.

Qualifications & Skills:

• Degree in CS/ IT with MBA or relevant advanced degree will be preferred
• Proven experience (10-15+ years) in operations leadership roles within organizations having strong process structures.
• Deep understanding of delivery processes across various industries or service models, including end-to-end workflow management.
• Strong knowledge of quality management principles and practices.
• Experience in contract management with the ability to assess contractual delivery obligations and identify gaps.
• Exceptional communication and interpersonal skills, with demonstrated ability to influence and collaborate across diverse teams and stakeholders without direct authority.
• Excellent analytical and problem-solving abilities with a keen eye for detail and process optimization.
• Highly adaptable with an excellent learning ability to quickly understand new concepts, tools, and operational challenges.
• Strong team orientation and ability to foster a positive and productive working environment.