Director of Operations

The
Director – Operations (GCC Account)

is a senior leadership role, responsible for managing
end-to-end operations

of the GCC account.

This role will:

Act as the
single point of ownership

for day-to-day GCC operations (recruitment, finance coordination, operations, client communication, office facilities, HR, compliance).

Partner with the Country Head and global leaders to
set up and scale the GCC from ground up

.

Ensure smooth delivery, governance and stakeholder satisfaction for the GCC account.

This is ideal for someone who has
built or scaled a GCC from scratch

and is comfortable owning both strategy

Key Responsibilities
1. GCC Scale-up (Ground Up)

Lead the
GCC

from the ground up, including processes, teams, ways of working and governance.

Work with leadership to define the
site strategy, capacity plan, org structure and ramp-up roadmap

.

Coordinate with internal teams (IT, Admin, Legal, HR, Finance) 

2. Day-to-Day Operations Ownership

• Own
  all day-to-day operations

for the GCC account in Pune, including:
- Recruitment & workforce planning

(in partnership with Talent Acquisition)
- Finance coordination & budgeting inputs

for the account
- Operational delivery

and issue resolution
- Client communication & governance calls
- Office space & facilities coordination
- HR & people processes

(with HR team)
- Compliance & regulatory adherence

(with legal / compliance
- Track and manage
SLAs, KPIs and service quality

across functions.
- Escalate and resolve operational issues proactively with internal and client stakeholders.

3. Client & Stakeholder Management

• Act as a
  key operations contact

for GCC client leadership and internal senior stakeholders.
- Lead
regular review meetings, governance forums and performance updates

with clients and internal leadership.
- Build strong relationships with client stakeholders, understanding their expectations and translating them into
clear operational plans

.

4. People Leadership & Cross-functional Coordination

• Build and lead a
  cross-functional operations team

for the GCC account.
- Work with HR and TA to
hire, onboard and retain

talent across relevant functions.
- Ensure
clear roles, responsibilities and ownership

across recruitment, finance ops, HR, facilities and delivery teams.
- Drive a
positive, high-performance culture

aligned with Reliable Group values.

5. Governance, Compliance & Risk Management

• Ensure that all GCC operations comply with
  Reliable Group policies, client requirements and local regulations

.
- Coordinate with compliance, finance and legal to ensure
contracts, documentation, audits and certifications

are in order.
- Identify operational
risks, gaps and dependencies

, and implement mitigation plans.

6. Continuous Improvement & Efficiency

• Identify and drive
  process improvements, automation and standardization

across the GCC account.
- Use metrics and data to
improve efficiency, cost, productivity and quality

.
- Benchmark GCC operations with
industry best practices

and suggest changes to keep the center competitive and efficient.

Required Qualifications

• 12+ years

of overall experience in operations / center management roles.
- Strong experience in
GCC / Captive / Shared Services / Outsourcing / Offshoring

environments.
- Mandatory:

Hands-on experience in
scaling a GCC / large center from ground up

in India.
- Experience handling
multi-functional operations

(recruitment, finance coordination, HR, facilities, client communication, compliance).
- Proven track record of working with
senior stakeholders / clients (India and global)

.
- Strong skills in
people leadership, stakeholder management, problem solving and execution

.