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Role Purpose

We are looking for an experienced and commercially aware operations leader with strong expertise in eCommerce, online marketplaces, AI data operations and Human-in-the-Loop (HITL) services to lead and expand our Client portfolio.

The Senior Director will be responsible for ensuring operational excellence across existing Client programs while building a strong foundation for new opportunities, complex workflows and future business expansion.

This role requires someone who can move comfortably between shop-floor execution, internal stakeholder management and relationships building, NextWealth partnering, client conversations, domain consulting, operational transformation and strategic growth discussions .

The individual will serve as a key operational interface between Kriya, NextWealth and the client, ensuring that delivery capabilities, operational insights and growth opportunities are consistently aligned.

Requirements

Key Responsibilities

End to End Client Portfolio Leadership

· Take ownership of operational delivery across all existing and upcoming Client programs.

· Drive consistent performance against contractual SLAs, quality, productivity, turnaround time and commercial commitments.

· Establish strong governance across operations, quality, workforce management, training and process compliance.





· Proactively identify delivery risks and implement corrective and preventive actions.

· Build a scalable operating model capable of supporting multiple programs with varying complexity and skill requirements.

· Maintain solid visibility into resource utilization, operational costs, productivity and profitability.

· Establish a culture of accountability, transparency and continuous improvement.

Expected outcome: Stable, predictable and profitable delivery across the Client portfolio.

eCommerce and Marketplace Domain Expertise

Domain expertise is a critical selection requirement.

The candidate must possess a strong understanding of how large online marketplaces operate and how human intelligence supports their technology, data and customer experience ecosystems.

The candidate need not have personally managed every workstream. However, they must demonstrate sufficient domain depth to understand new requirements, challenge assumptions and translate complex workflows into scalable operations.

Expected outcome: A domain expert who can confidently engage with NextWealth and Client stakeholders beyond operational metrics.

Internal Stakeholder Management and NextWealth Partnership

· Build trusted working relationships across Kriya Operations, Transformation, Delivery Excellence, Performance & Capability, Technology, Analytics, Finance, HR, Talent Acquisition and Account Management.

· Establish shared priorities, clear ownership,



decision rights and escalation routes; resolve cross-functional dependencies and competing priorities promptly.

· Translate Client and NextWealth expectations into coordinated internal action plans, with named owners, timelines and measurable outcomes.

· Partner with the Senior AVP – Operations on portfolio strategy, resource decisions and escalations; provide timely, evidence-based updates and recommendations.

· Act as a strong operational pillar within Kriya, bringing delivery insights into capability building, investment and account planning.

The Senior Director will play a central role in strengthening the operational partnership between Kriya and NextWealth.

Responsibilities include:

· Build strong working relationships with NextWealth leadership, operations stakeholders, domain experts and KAMs.

· Serve as Kriya's primary operational interface for Client-related delivery and expansion discussions.

· Ensure complete transparency on operational performance, challenges, risks and improvement initiatives.

· Participate in joint business reviews, operational governance meetings and strategic discussions.

· Work closely with NextWealth to understand upcoming opportunities and evolving client expectations.

· Translate NextWealth and client feedback into measurable operational improvements.

· Maintain strong alignment between Kriya's delivery capabilities and NextWealth's business priorities.

Expected outcome: NextWealth views this leader as a dependable operational partner who can independently manage complexity and enable growth.

Strategic Account Growth and KAM Enablement

The Senior Director must actively contribute to account expansion rather than treating growth as the exclusive responsibility of Sales or Account Management.

📌 Senior Director (Mysuru)
🏢 Kriya Nextwealth
📍 Mysuru