Description
POSITION SUMMARY:
The Director, Contact Center Governance, Controls & Performance Management is a strategic leadership role responsible for establishing and leading the governance, performance management, financial control, operational risk, compliance, and quality oversight framework for Contact Center Operations. This leader serves as the first line of defense and is accountable for ensuring operational processes, customer servicing activities, technology platforms, and business controls operate effectively while supporting enterprise objectives, regulatory requirements, financial performance expectations, and customer experience goals.
The Director partners closely with Operations, Technology, Risk, Compliance, Finance, Quality, and Change Management teams to drive operational excellence, strengthen controls, improve performance visibility, and ensure successful execution of strategic initiatives. This role is responsible for executive performance reporting, Contact Center Operations Management Business Reviews (MBRs), Balanced Scorecard governance,



operational readiness reviews, financial analysis, technology change governance, testing of current system rollouts, and deployment of AI-enabled controls and quality assurance capabilities.
Reporting directly to the SVP, Contact Center Operations, this position plays a critical role in protecting enterprise value, enabling scalable growth, reducing operational risk, improving financial discipline, and driving a culture of accountability, continuous improvement, and data-driven decision making.
JOB FUNCTIONS AND RESPONSIBILITIES:
Governance, Risk & Controls Leadership
- Lead the overall governance and first-line control framework for Contact Center Operations, including policies, procedures, control standards, process documentation, and governance routines aligned with enterprise requirements.
- Identify, assess, monitor, and mitigate operational, regulatory, compliance, financial, and reputational risks acros

📌 Director, Call Center Operations Control (Bengaluru)
🏢 Onity
📍 Bengaluru