Director Operation

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 setting up or 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.