Why join us?

We are looking for an experienced Business Operations SSC Manager to lead and develop shared services operations in India.

This is a senior operational leadership role responsible for ensuring high-quality, efficient, compliant, and commercially focused service delivery. The successful candidate will oversee operational performance, lead teams, improve processes, manage service standards, and work closely with senior business stakeholders.

The position would suit an experienced operations leader who can combine strategic thinking with hands-on operational management and deliver measurable improvements across service quality, productivity, stakeholder experience, and cost efficiency.

Responsibilities

Lead the day-to-day management and performance of shared services operations.
Ensure agreed SLAs, service standards, quality measures, and operational targets are consistently achieved.
Identify opportunities to improve productivity, service quality, efficiency, and stakeholder experience.
Drive continuous improvement through process optimisation, standardisation, automation, and operational best practices.
Lead the recruitment, training, development, and performance management of operational teams.
Manage operational budgets, expenditure, and performance data to support informed decision-making.
Work closely with senior business leaders to ensure shared services support organisational priorities and growth objectives.
Maintain appropriate governance and ensure compliance with legal, regulatory, enterprise, and organisational requirements.
Develop operational plans and objectives aligned with wider business priorities.
Build strong stakeholder relationships and act as a trusted advisor on service-delivery matters.Foster a culture of accountability, collaboration, continuous improvement, and service excellence.

What will help you succeed in this role?

Approximately 8 or more years of relevant experience in operations management, shared services, business services, or professional services.
Proven experience in an operations leadership or management position.
Experience managing shared services, centralised support services, or comparable operational functions.
Strong knowledge of SLA management, service delivery, operational performance, and quality standards.
Demonstrated experience delivering process improvements that enhanced service quality, client satisfaction, productivity, or profitability.
Strong people leadership experience, including team development and performance management.
Experience managing budgets, expenditure, operational data, and commercial performance.
Strong stakeholder-management skills, with the ability to influence and collaborate with senior leaders.
Good understanding of governance, compliance, and operational risk.
Excellent communication, organisational, and leadership skills.
A relevant degree in Business, Operations Management, or a related area, or equivalent practical knowledge and experience.
Flexibility to work predominantly during UK business hours.

Desirable Experience

The following experience would be advantageous:

Experience within a professional services or legal services environment.
Exposure to multi-function or large-scale shared services operations.
Experience implementing automation or operational transformation initiatives.
Experience working with UK-based or international stakeholders.
Experience introducing standardised processes and consistent ways of working across teams.
An established continuous-improvement or operational-excellence mindset.

What we offer

The organisation offers a comprehensive rewards package that extends beyond basic salary. Employees can access a range of benefits designed to support individual and family needs, alongside flexible benefits and well-being programmes.

About Us

DWF is a global provider of integrated legal and business services. Its approach focuses on delivering efficiency, price certainty, transparency, quality, and positive outcomes for colleagues, clients, and communities.

DWF is committed to equal opportunities and creating an inclusive workplace where colleagues are encouraged to be themselves. Workplace adjustments and support are available to help colleagues perform at their best.

DWF

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