Head of Operations - BPO (Pune - Baner)

About thinkbridge

thinkbridge is how growth-stage companies can finally turn into tech disruptors. They get a new way there – with world-class technology strategy, development, maintenance, and data science all in one place. But solving technology problems like these involves a lot more than code. That’s why we encourage think’ers to spend 80% of their time thinking through solutions and 20% coding them. With an average client tenure of 4+ years, you won’t be hopping from project to project here – unless you want to. So, you really can get to know your clients and understand their challenges on a deeper level. At thinkbridge, you can expand your knowledge during work hours specifically reserved for learning. Or even transition to a completely different role in the organization. It’s all about challenging yourself while you challenge small thinking.

thinkbridge is a place where you can:

1. Think bigger – because you have the time, opportunity, and support it takes to dig deeper and tackle larger issues.
   
2. Move faster – because you’ll be working with experienced, helpful teams who can guide you through challenges, quickly resolve issues, and show you new ways to get things done.
   
3. Go further – because you have the opportunity to grow professionally, add new skills, and take on new responsibilities in an organization that takes a long-term view of every relationship.
   

thinkbridge.. there’s a new way there. ™

What is expected of you?

As part of the job, you will be required to

Operations & Team Setup:  

• Lead the establishment of the India center, including infrastructure, technology, regulatory compliance, and operational frameworks
  
• Develop and implement hiring plans, recruit key roles, and set up a scalable workforce
  
• Establish core operational processes, workflows, and performance benchmarks in alignment with global org standards
  
• Ensure seamless integration and collaboration of India operations with global teams, aligning with company-wide goals, policies, and best practices.

Strategic Leadership & Growth:

• Develop and execute a roadmap for the operations in line with global business goals
  
• Work closely with global leadership to define and implement strategic initiatives
  
• Continually work ahead on expansion, service enhancement, and revenue growth plans
  
• Leverage India’s operational strengths to support expansion into new service lines or geographies.

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Operational Management & Service Delivery:  

• Oversee daily operations to ensure efficiency, compliance, and high-quality service delivery
  
• Develop and monitor key performance indicators (KPIs & SLAs) to in line with org policy to enhance client satisfaction
  
• Implement automation, optimizations, and best practices to improve productivity and reduce costs.  

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Talent Acquisition, Development & Workforce Planning:  

• Drive recruitment initiatives and frameworks to onboard and maintain a high-performing team, ensuring timely hiring
  
• Formulate policies and oversee implementations for fostering a performance-driven work culture, including developing compensation and bonus frameworks
  
• Work with global team to setup right onboarding and training programs to align with expected skills and outcome at all levels of team members
  
• Ensure workforce engagement, retention, and adherence to company policies and global standards
  
• Implement workforce planning initiatives such as continuous pyramid refresh to maintain an optimal balance of senior, mid-level, and junior employees for cost efficiency

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Financial Optimization & Cost Efficiency:  

• Drive budgeting, cost control, and financial planning to ensure profitability and sustainability
  
• Optimize workforce costs through pyramid balancing, automation, and process efficiencies
  
• Align hiring and training programs with financial objectives to ensure scalability at an optimal cost structure.
  
• Identify and execute operational efficiencies to reduce costs while maintaining service excellence
  
• Work closely with finance teams to monitor budgets, forecast revenue, and control operational expenses.

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Compliance, Governance & Risk Management:

• Ensure adherence to global as well as local regulatory requirements, labor laws, and data security protocols
  
• Establish governance frameworks to proactively mitigate operational risks
  
• Maintain robust internal controls to safeguard business continuity and compliance

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Stakeholder Engagement:  

• Work closely with global leadership to ensure operational as well as strategic alignment
  
• Provide continuous insights and performance reports to global teams for data-driven decision-making
  
• Facilitate best practice sharing across geographies to enhance global operational efficiency
  
• Identify and pursue new business opportunities aligned with the company’s global strategy.
  

If your beliefs resonate with these, you are looking at the right place!  

• Accountability – Finish what you started.
  
• Communication – Context-aware, pro-active and clean communication.
  
• Outcome – High throughput.
  
• Quality – High-quality work and consistency.
  
• Ownership – Go beyond.
  

Requirements

Must have skills

• Experience: 12+ years in BPO operations, with a proven track record in setting up and scaling large teams within a multinational environment.
  
• Leadership: Strong ability to manage large-scale teams, drive operational excellence, and optimize financial performance.
  
• Financial Acumen: Expertise in budgeting, cost control, financial planning, and workforce cost optimization.
  
• Client & Market Understanding: Experience working with international clients, particularly in the US and Europe.
  
• Strong knowledge of the local talent market, including hiring trends, workforce availability, and competitive compensation structures to attract and retain top talent.
  
• Analytical & Decision-Making: Strong problem-solving, data-driven decision-making, and process optimization skills.
  
• Communication & Collaboration: Ability to interact with global stakeholders and work effectively across time zones.
  
• Adaptability: Thrives in a fast-paced, evolving business environment while ensuring seamless execution

Good to have skills

• Exposure to Digital Transformation & Automation: Experience implementing AI-driven automation, RPA (Robotic Process Automation), and process optimization tools in a BPO environment.
  
• Understanding of Pricing Models & Contract Negotiation: Exposure to outsourcing pricing strategies, margin optimization, and contract structuring with global clients.
  
• Experience with Global Compliance Standards: Knowledge of GDPR, HIPAA, SOC 2, and ISO standards related to BPO operations.
  
• Lean & Six Sigma Certification: Formal training in process improvement methodologies to drive operational efficiency.
  
• Experience with Shared Services Model: Background in managing global shared services or captive centers to ensure standardization across multiple geographies.