Role Summary:
The Business Operations Manager is a critical leadership role responsible for orchestrating a diverse service portfolio including Executive Support, Legal & Compliance and analysts. Managing a team of 20+ professionals, you will act as the primary bridge between our Global Capability Center (GCC) and onshore stakeholders. Your mission is two-fold: ensuring flawless daily operations across multiple shifts and functions, while proactively identifying opportunities to expand our service footprint. The role demands a seasoned people manager who can navigate the complexities of international stakeholder management while maintaining a relentless focus on governance and continuous improvement.
Responsibilities:
People Leadership & Talent Management
- Scale Management: Directly lead and mentor a high-performing team of talents spanning EAs, Legal specialists and contract analysts.
- Performance Governance: Lead the end-to-end performance lifecycle, including objective setting, reviews, appraisals and career pathing.
- Operational Readiness: Manage resource planning, including shift rotations, backup/contingency planning and capacity modeling to ensure 100% service continuity.
- Mentorship & Onboarding: Lead interview processes and design robust mentoring programs that ensure new hires are productive and aligned with global standards from day one.
Operational Rigor & Escalation Management
- Process Integrity: Oversee daily workflows to identify and fix "operational fallacies" (e.g., communication silos, process drift, or unrealistic onshore expectations).
- High-Stakes Escalations: Serve as the primary point of contact for onshore escalations, resolving complex issues with a focus on long-term systemic fixes rather than short-term patches.
- Compliance & Governance: Ensure all Legal and Compliance functions adhere to global standards while maintaining local operational agility.
Stakeholder Management & GCC Growth
- Global Influence: Engage regularly with onshore leaders (international stakeholders) to gather feedback, align on strategy, and ensure the GCC's value proposition is understood.
- Expansion Strategy: Act as a "Business Development" lead within the GCC to identify additional onshore roles or domains that can be transitioned to the center.
- Feedback Loops: Design and implement structured stakeholder feedback mechanisms to measure and improve "Client Satisfaction" (CSAT).
Project Management & Innovation
- Internal Initiatives: Drive in-house strategic projects aimed at improving organizational culture, efficiency or cost-savings.
- Digital Transformation: Promote awareness of AI and automation tools; identify manual "bottleneck" processes that are candidates for automation or tool-based optimization.
Key Competencies:
- Multi-Level Stakeholder Management: Exceptional ability to adapt communication styles to influence everyone from entry-level employees to senior leaders.
- Operational Foresight: A deep-rooted understanding of "what can go wrong" in a GCC/Captive setup, with the ability to build proactive safeguards.
- Cross-Cultural Emotional Intelligence (EQ): Expert-level capability in navigating international work cultures and managing the "onshore-offshore" dynamic with empathy and professionalism.
- Project Management Rigor: Skilled in managing timelines, resources, and risks for internal strategic initiatives.
- Continuous Improvement Mindset: Proven ability to look at a stable process and find ways to make it better, faster or more cost-effective; ability to champion automation opportunities.
- Conflict Resolution: Strong "negotiation" skills to handle tough conversations regarding ratings, performance escalations, or resource constraints.
Qualifications:
- Education: Bachelor's degree in Business Administration, Operations Management, or a related field. MBA or advanced degree is preferred.
- Experience: 12+ years of progressive experience in a Captive, GBS or GCC environment.
- Leadership: Proven track record of managing diverse teams and interacting with global stakeholders.
Working Hours:
