Director, Global Service Delivery Center

Key Responsibilities

• Leads India support center operations and strategy, including policies, objectives, budgets, and performance standards to ensure compliance and global alignment.
• Develops and implements strategies, best practices, and training programs to optimize processes, enhance customer experience, and drive efficiency.
• Monitors operational service center performance through KPIs, trend analysis, and reporting to support continuous improvement.
• Recruits, develops, and mentors a high-performing team of functional leaders and their staff, fostering a culture of accountability and growth.
• Leads real estate strategy for the India office, including site selection, lease negotiation, and ongoing facilities management to ensure cost efficiency and operational effectiveness.
• Act as the primary liaison with global teams and stakeholders to ensure seamless coordination and effective partnerships.
• Serves as escalation point for operational challenges, resolving issues collaboratively with internal and external partners.
• Ensures adherence to local regulations, company standards, and security/privacy requirements.
• Researches and adopts innovative processes and technologies to improve service center operations and customer experience.

Qualification & Requirements

Required

• Bachelor’s degree
• 5+ years’ global mobility experience
• 5+ years’ service center operations management
• Strong knowledge of process optimization, compliance, and risk management
• Excellent leadership, communication, and stakeholder management skills
• Ability to manage cross-cultural teams in a fast-paced environment
• Strategic thinking and problem-solving skills
• Detail-oriented with strong organizational skills

Additional

• Excellent customer service and administrative skills
• Proficiency with MS Office products, and ability to grasp proprietary software
• Demonstrated ability to manage multiple competing tasks
• Ability to follow policies and procedures
• Can-do attitude
• Genuine desire to help others
• Team oriented mindset, with a strong sense of care and urgency
• Desire to embrace our core values: Client Focus, Results, Responsibility & Accountability, Collaboration and Innovation

Benefits

No information available.