Group Director, Operations

Key Responsibilities

• Develop and implement operational strategies that align with the company’s objectives, driving growth, efficiency, and profitability.
• Standardize and refine SOPs and SLAs across all service lines to ensure consistency, quality, and compliance.
• Oversee the performance and optimization of shared service centers, centralizing key functions to improve efficiency and cost-effectiveness.
• Align operations across regions and service lines to create a unified client experience and maximize value.
• Lead cost-control initiatives, manage budgets, and optimize financial performance to meet strategic goals.
• Drive continuous improvement initiatives to enhance processes, service delivery, and operational performance.
• Ensure timely and accurate billing, reconciliation, and collections in collaboration with finance teams.
• Support larger client management processes where required
• Oversee M&A integrations, creating frameworks for seamless operational alignment, culture, and system integration.
• Foster collaboration across teams and regions, promoting knowledge sharing and best practices to enhance operational efficiency.
• Leverage technology and innovation to scale operations, improve data management, and enhance service delivery.
• Develop and track KPIs to monitor performance, identify gaps, and drive improvements in service delivery and operational efficiency.
• Ensure compliance with industry regulations and standards, managing legal reporting processes and internal controls.
• Proactively address service delivery issues, implementing corrective actions to maintain SLA performance and client satisfaction.
• Lead the NPS program to measure and improve client satisfaction, driving actionable improvements based on feedback.

Qualification & Requirements

Key Requirements:

• Extensive experience in senior operations leadership roles within professional services (e.g., consulting, accounting, financial services, IT services, or legal).
• Proven track record in developing and implementing operational strategies, driving large-scale transformations, and improving performance and cost efficiency.
• Strong understanding of compliance, legal reporting frameworks, and regulatory standards, with the ability to provide executive guidance.
• Expertise in designing and executing SOPs, internal controls, and service performance metrics such as SLAs and NPS.
• Hands-on experience with technology programs, systems rollouts, and digital transformation initiatives to enhance efficiency and service delivery.
• Solid financial acumen, with experience managing budgets, implementing cost-control measures, and optimizing financial outcomes.
• Exceptional leadership, communication, and interpersonal skills, with the ability to collaborate with cross-functional teams and senior executives.
• Demonstrated ability to manage competing priorities in a dynamic environment while maintaining focus on strategic goals.
• Bachelor’s degree in Business Administration, Operations Management, or a related field; an MBA is a strong advantage.

Personal Attributes:

• Strong analytical and problem-solving skills with a results-driven mindset.
• Effective at leading by influence to drive change and operational excellence across diverse teams.
• Highly organized, capable of balancing day-to-day operations with long-term strategic initiatives.
• Proactive and strategic thinker with a client-centric approach to service delivery and continuous improvement.

Benefits

• Insurance Benefits
• Retirement Benefits
• Vacation Policy
• Other Perks and Benefits…