Director Operations

• English language proficiency is required for this role.
• This is a full-time, work from office role.
• This requires a U.S. schedule - India Night shift

• Transport Facility
• Paid training
• Team-oriented work environment
• Growth opportunity
• Comprehensive benefits package available: including medical, paid time off and paid holidays!
• Transportation provided
• Working 5 days

• Provide strategic leadership across multiple functions, leading managers and large-scale operations teams to deliver on business, client, and financial objectives.
• Define and execute operational strategies and transformation initiatives to drive performance, scalability, and continuous improvement.
• Oversee end-to-end operations, ensuring alignment with organizational goals, client expectations, and regulatory requirements.
• Drive performance management frameworks, leveraging data and analytics to monitor trends, identify risks, and implement corrective actions at scale.
• Establish and govern quality, productivity, and customer experience standards across programs and geographies.
• Partner with senior client stakeholders to strengthen relationships, lead governance forums (e.g., QBRs), and ensure delivery against SLAs, KPIs, and contractual commitments.
• Lead risk management and compliance oversight, ensuring adherence to all client, regulatory, and internal policies.
• Champion a culture of accountability, engagement, and high performance, developing leadership capability across managers and supervisors.
• Drive talent strategy, including succession planning, leadership development, and retention of key talent.
• Provide executive oversight on employee relations, performance management, and disciplinary actions, ensuring consistency and fairness.
• Ensure financial discipline, including oversight of productivity, cost management, and payroll governance.
• Leverage insights to drive operational excellence, cost optimization, and customer satisfaction improvements.
• Lead cross-functional collaboration with HR, Quality, Training, and other support functions to ensure integrated execution of business priorities.
• Oversee communication governance, ensuring accuracy, timeliness, and alignment in all client and internal communications.
• Sponsor and lead continuous improvement and transformation initiatives, including process optimization and automation.
• Perform other strategic duties as assigned by senior leadership (VP/Executive level).
• Maintain deep understanding of regulated industry practices (e.g., utility/credit/collections) and evolving compliance requirements.

• Proven experience in senior leadership roles (15+ years preferred) within operations, customer experience, or BPO environments.
• Demonstrated success in managing large, multi-layered teams through managers and leaders, with strong focus on scalability and performance transformation.
• Strong experience in client engagement, governance forums (e.g., QBRs), and executive stakeholder management.
• Expertise in data-driven decision-making, operational analytics, and performance optimization.
• Deep understanding of compliance frameworks, regulated environments, and risk management practices.
• Experience driving organizational change, transformation programs, and continuous improvement initiatives.
• Strong financial acumen, including productivity management, cost control, and resource planning.
• Advanced proficiency in tools such as Avaya, Microsoft Excel, and reporting/analytics platforms.
• Ability to influence across functions and lead in a matrixed, global environment.
• Bachelor’s degree required; advanced degree (MBA or equivalent) preferred.
• Equivalent senior leadership experience may be considered in lieu of formal education.

Transworld Systems