Global Operations Manager

About the Job

This role is a key leadership position in our organization, responsible for driving operational excellence and ensuring seamless service delivery across multiple scopes of work. The successful candidate will have extensive experience in managing offshore service delivery operations, with a proven track record of success in leading high-performing teams and delivering results-driven solutions.

Key Responsibilities

• Manage and mentor a team of leaders and their teams across multiple scopes of work, including production-level positions in records, reporting, and process services.
• Oversee hiring, training completion, performance evaluations, and career development of support staff to ensure they possess the necessary skills and competencies to excel in their roles.
• Ensure support coverage and efficient shift scheduling to facilitate seamless hand-offs between Lexitas India and US operations.

Operational Excellence

• Collaborate with GSS colleagues in Operations and Change Management to enact a smooth capability build-out and transition of all jobs from BPO providers and onshore US.
• Drive consistent service delivery aligned with SLA/KPI targets both internally and as required by our US-based colleagues.
• Ensure adherence to best practices, incidents, problems, and change management processes to maintain high-quality standards.
• Monitor SOP adherence, issue escalation resolution timelines, and meeting internal KPIs to drive continuous improvement.

Stakeholder Coordination

• Serve as the primary escalation point of contact for US and India stakeholders, providing timely and effective communication and resolution to issues.
• Foster open dialogue and collaboration between US and India leadership and their teams to ensure alignment and achieve shared goals.
• Lead regular service reviews, provide performance reporting, and drive cross-continent governance of all operational requirements to maintain transparency and accountability.

Process Improvement

• Identify opportunities for automation, knowledge base enhancements, and process optimization to streamline service delivery and enhance efficiency.
• Implement tools and practices to improve service delivery, focusing on quality, speed, and cost-effectiveness.
• Conduct root cause analysis for recurring issues and drive preventive measures to mitigate risks and improve overall performance.

Compliance & Documentation

• Ensure documentation of processes, SOPs, and support playbooks to maintain up-to-date information and facilitate knowledge sharing.
• Ensure compliance with company security, privacy, and governance policies to protect sensitive data and maintain regulatory adherence.

Required Skills and Qualifications

• Bachelor's degree in operations, process excellence, engineering, or related field.
• 8+ years of offshore service delivery experience, with at least 3 years in a managerial role.
• Experience working with global teams and managing offshore delivery to navigate cultural and time zone differences.
• Strong understanding of offshore/on-shore frameworks (preferably an IAOP certification) to drive strategic decision-making.
• Excellent communication, leadership, and problem-solving skills to effectively manage teams and drive results.
• Proficiency with project management tools (MS Project or similar) to coordinate tasks and resources efficiently.

Preferred Qualifications

• Experience in managing transitions of transactional support service scopes from the US to India to navigate complexities and challenges.
• Familiarity with differences in US and India culture and how to manage in both environments to foster inclusivity and respect.
• Managing teams in support of US client environments and time zones to prioritize customer needs and expectations.

Working Hours

• Flexible to attend and run US/India team meetings, including overlap with US morning hours to ensure seamless communication and coordination.

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