Posted: 3 days ago | Total Views: 112
FULL TIME

Head of Operations – Shared Services

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  •    Bangalore
  •    Experience : 15 years
  •    Job ID : SHM/26/356
  •   Salary : As per market standards

Openings : 1

Job Description


We are seeking an experienced Head of Operations to lead and transform a global shared services and capability centre. The role focuses on operational excellence, service delivery, digital transformation, stakeholder management, and building high-performing teams across multiple business functions.

Key Responsibilities

  • Develop and execute the shared services strategy, operating model, and business plans.
  • Oversee service delivery across Customer Success, Commercial, Operations, Finance, People, Technology, and support functions.
  • Drive process standardisation, automation, digitalisation, and continuous improvement initiatives.
  • Manage operational budgets, resource planning, productivity targets, and cost optimisation.
  • Establish service agreements, KPIs, governance frameworks, and performance monitoring systems.
  • Lead service transitions, knowledge transfer, and operational improvement initiatives.
  • Collaborate with senior stakeholders to align service delivery with business objectives.
  • Ensure compliance with statutory regulations, corporate governance, risk management, and internal controls.
  • Oversee business continuity, disaster recovery, and crisis management preparedness.
  • Build and develop high-performing leadership teams, ensuring talent development and succession planning.
  • Identify opportunities to expand shared services capabilities while maintaining service quality.
  • Promote a culture of accountability, collaboration, innovation, and operational excellence.

Requirements

  • Relevant bachelor's degree or professional qualification; a postgraduate qualification is preferred.
  • Minimum 15 years of experience in shared services centre management, including significant leadership responsibilities.
  • Proven experience establishing, scaling, or transforming multifunctional shared services centres, captive centres, or BPO operations.
  • Strong expertise in service delivery, operational governance, process improvement, and performance management.
  • Experience leading digital transformation, automation, and continuous improvement initiatives.
  • Strong financial management, workforce planning, and commercial decision-making skills.
  • Excellent stakeholder management, leadership, communication, and change management abilities.
  • Experience managing large, multicultural teams and complex business operations.
  • Shipping industry experience is preferred.





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