Director of Operations

Key Responsibilities

Strategic Leadership

• Develop and implement operational strategies aligned with the company's business goals.
  
• Drive operational excellence and continuous improvement initiatives.
  
• Collaborate with senior leadership to support business expansion and growth plans.
  

Operations Management

• Oversee daily service operations across all business functions and locations.
  
• Ensure efficient utilization of resources, budgets, and workforce.
  
• Establish and monitor operational KPIs and performance metrics.
  
• Identify and resolve operational challenges proactively.
  

Service Delivery & Customer Experience

• Ensure high -quality service delivery and customer satisfaction.
  
• Develop and implement service standards, policies, and procedures.
  
• Monitor customer feedback and drive corrective actions to improve service quality.
  

Team Leadership

• Lead, mentor, and develop operations managers and department heads.
  
• Foster a culture of accountability, collaboration, and continuous learning.
  
• Support talent acquisition, workforce planning, and succession planning initiatives.
  

Financial Management

• Manage operational budgets and control costs while maintaining service quality.
  
• Analyze operational performance and identify opportunities for revenue enhancement.
  
• Ensure achievement of profitability and productivity targets.
  

Compliance & Risk Management

• Ensure compliance with company policies, industry regulations, and legal requirements.
  
• Develop risk mitigation strategies and maintain operational controls.
  
• Drive workplace safety and quality assurance initiatives.
  

Stakeholder Management

• Build strong relationships with clients, vendors, and internal stakeholders.
  
• Present operational performance reports to senior management.
  
• Support business development initiatives and client engagement activities.
  

Requirements

• Bachelor's Degree in Business Administration, Operations Management, Management, or a related field.
  
• Master's Degree (MBA) preferred.
  
• 12–15+ years of experience in operations management within a service -based industry.
  
• Minimum 5 years of leadership experience managing large teams and multiple business functions.
  

Required Skills

• Strategic Planning and Execution
  
• Service Operations Management
  
• Process Improvement and Optimization
  
• Budgeting and Financial Management
  
• Leadership and Team Development
  
• Customer Relationship Management
  
• Performance Management and KPI Tracking
  
• Risk and Compliance Management
  
• Strong Communication and Stakeholder Management Skills
  
• Data Analysis and Decision -Making
  

Key Performance Indicators (KPIs)

• Service Quality & Customer Satisfaction Scores
  
• Operational Efficiency Metrics
  
• Revenue and Profitability Targets
  
• Employee Productivity & Retention
  
• Cost Optimization Initiatives
  
• SLA and Compliance Adherence
  
• Client Retention and Growth