Job Description

Senior Director – Head of Transition & Service Delivery with a leading multinational organization.

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Location: India (GCC - Outsourced Model)

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Level: Executive Leadership

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Vertical: Enterprise Services / Global Finance & Business Operations

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This role will lead the Transition, Service Delivery, GBS Governance, Digital Enablement and BPO Governance agenda across a global hybrid delivery model comprising captive GCCs and Tier-1 BPO partners.

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Key Responsibilities

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- Lead end-to-end global transitions across Finance, HR, and technology shared services
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- Oversee service delivery across captive GCC and BPO operations
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- Drive SLA/KPI governance, service quality, standardization and operational excellence
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- Govern strategic Tier-1 BPO partners, including commercial performance, productivity and contractual compliance
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- Lead automation, RPA, AI, digital workflow and continuous improvement initiatives
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- Drive measurable improvements in cost, productivity, efficiency and service experience
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- Partner with senior stakeholders including CFO, CPO, Chief AI Officer and Regional Leadership
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Ideal Profile

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- 18+ years of experience in GBS, GCC, Shared Services or large-scale BPO-enabled environments
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- Proven leadership in global transitions and multi-functional operating models
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- Strong experience across Finance / HR / technology shared services
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- Experience managing hybrid captive + outsourced delivery models
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- Robust BPO commercial and vendor governance experience
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- Exposure to RPA, AI, workflow automation, analytics and process optimization
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- Experience managing globally distributed teams
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📌 Director - Head of Transition & Service Delivery (Mumbai)
🏢 Domnic Lewis
📍 Mumbai