Senior Director-Operations

The Senior Director of Operations provides strategic and operational leadership across multiple client programs, driving business growth, operational excellence, and exceeding customer expectations.

KEY AND CRITICAL RESPONSIBILITIES:
Strategic & Business Leadership
• Lead and manage multiple client accounts or verticals, ensuring revenue growth,
profitability, and alignment with organizational strategy.
• Develop and execute strategic plans that drive long-term success, process efficiency, and
client satisfaction.
• Identify and pursue opportunities to expand existing business and acquire new clients
within the assigned verticals.
• Partner with senior executives and functional leaders to shape and deliver on corporate
goals.

Operational Excellence
• Oversee day-to-day operations across programs with headcount exceeding 1,000
employees, ensuring performance meets or exceeds SLAs and KPIs.
• Drive continuous improvement initiatives through Lean methodologies, automation, and
process reengineering.
• Lead business forecasting, resource planning, and workforce optimization to maximize
productivity and service delivery quality.
• Ensure timely and accurate P&L management, including budget planning, cost control, and
variance analysis.

Client & Stakeholder Management
• Serve as the senior point of contact for key clients, ensuring proactive engagement, issue
resolution, and strategic partnership development.
• Lead regular business reviews (daily, weekly, monthly, quarterly) with clients and internal
stakeholders.

People Leadership
• Inspire, coach, and develop directors and senior managers and operations teams to deliver
high performance and continuous learning.
• Foster a culture of accountability, collaboration, and innovation across all levels.
• Ensure strong communication, employee engagement, and adherence to company values.
• Maintain high morale, discipline, and professional development across large teams.

Governance & Compliance
• Ensure compliance with company policies, client requirements, and regulatory standards.
• Promote ethical practices, data privacy, and security in all operations.
• Partner with Finance, HR, and IT to ensure effective governance and risk management.