Director - Operations (GCC Account)

About the job

Description: The Director - Operations (GCC Account) is a senior leadership role, responsible for managing end-to-end operations of the GCC account. This role will: - Act as the single point of ownership for day-to-day GCC operations (recruitment, finance coordination, operations, client communication, office facilities, HR, compliance). - Partner with the Country Head and global leaders to set up and scale the GCC from ground up. - Ensure smooth delivery, governance and stakeholder satisfaction for the GCC account. This is ideal for someone who has built or scaled a GCC from scratch and is comfortable owning both strategy Key Responsibilities: 1. GCC Setup & Scale-up (Ground Up) - Lead the end-to-end setup of the GCC from the ground up, including processes, teams, ways of working and governance. - Work with leadership to define the site strategy, capacity plan, org structure and ramp-up roadmap. - Coordinate with internal teams (IT, Admin, Legal, HR, Finance) 2. Day-to-Day Operations Ownership - Own all day-to-day operations for the GCC account in Pune, including: - Recruitment & workforce planning (in partnership with Talent Acquisition). - Finance coordination & budgeting inputs for the account. - Operational delivery and issue resolution. - Client communication & governance calls. - Office space & facilities coordination. - HR & people processes (with HR team). - Compliance & regulatory adherence (with legal / compliance). - Track and manage SLAs, KPIs and service quality across functions. - Escalate and resolve operational issues proactively with internal and client stakeholders. 3. Client & Stakeholder Management - Act as a key operations contact for GCC client leadership and internal senior stakeholders. - Lead regular review meetings, governance forums and performance updates with clients and internal leadership. - Build strong relationships with client stakeholders, understanding their expectations and translating them into clear operational plans. 4. People Leadership & Cross-functional Coordination - Build and lead a cross-functional operations team for the GCC account. - Work with HR and TA to hire, onboard and retain talent across relevant functions. - Ensure clear roles, responsibilities and ownership across recruitment, finance ops, HR, facilities and delivery teams. - Drive a positive, high-performance culture aligned with Reliable Group values. 5. Governance, Compliance & Risk Management - Ensure that all GCC operations comply with Reliable Group policies, client requirements and local regulations. - Coordinate with compliance, finance and legal to ensure contracts, documentation, audits and certifications are in order. - Identify operational risks, gaps and dependencies, and implement mitigation plans. 6. Continuous Improvement & Efficiency - Identify and drive process improvements, automation and standardization across the GCC account. - Use metrics and data to improve efficiency, cost, productivity and quality. - Benchmark GCC operations with industry best practices and suggest changes to keep the center competitive and efficient. Required Qualifications: - 12+ years of overall experience in operations / center management roles. - Strong experience in GCC / Captive / Shared Services / Outsourcing / Offshoring environments. - Mandatory: Hands-on experience in setting up or scaling a GCC / large center from ground up in India. - Experience handling multi-functional operations (recruitment, finance coordination, HR, facilities, client communication, compliance). - Proven track record of working with senior stakeholders / clients (India and global). - Strong skills in people leadership, stakeholder management, problem solving and execution.

Requirements

• Operations Management
• Client Communication
• Governance
• Risk Management
• People Leadership

Qualifications

• 12+ years of overall experience in operations

Preferred Technologies

• Operations Management
• Client Communication
• Governance
• Risk Management
• People Leadership

About the company

Reliable Group specializes in managing and consulting on global communication centers, ensuring seamless operations and client satisfaction.