Role Overview

We are hiring a senior Operations leader for a high-growth, consumer-facing organization with a multi-location delivery model.

The Head - Operations will have end-to-end responsibility for operational performance, service delivery, transaction processing, customer operations, process governance, workforce planning, revenue assurance, reporting and analytics, automation, and continuous improvement.

This is a leader-of-leaders role requiring strong ownership of operating metrics, cost, quality, scalability, and customer outcomes.

Key Responsibilities

Own operational performance, budgets, productivity, service levels, quality, and cost-to-serve.
Lead multiple operations functions through senior managers and functional leaders.
Drive process standardization, SOP governance, controls, and continuous improvement.
Own customer operations, transaction/order management, escalations, and service outcomes.
Strengthen revenue assurance, reconciliation, leakage identification, and recovery processes.




Oversee product/pricing/configuration operations where accuracy and turnaround time are business-critical.
Build solid MIS, dashboards, forecasting, and operational analytics for executive decision-making.
Drive automation and digitisation of manual and high-volume processes.
Lead workforce planning, capacity management, capability development, and succession planning.
Ensure consistent operating standards across multiple delivery locations.
Partner closely with Finance, Commercial, Product, Technology, Risk & Compliance, and other senior stakeholders.
Deliver outcomes through both direct teams and cross-functional stakeholders outside the reporting line.

Candidate Profile

12+ years of operations experience, including 5+ years leading large, multi-team operations.
Experience managing General Managers, Senior Managers, or equivalent functional leaders.
Strong background in consumer-facing service and transaction operations.
Exposure to regulated or compliance-in

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