Director - Head of Transition & Service Delivery

Senior Director – Head of Transition & Service Delivery with a leading multinational organization.

Location: India (GCC - Outsourced Model)

Level: Executive Leadership

Vertical: Enterprise Services / Global Finance & Business Operations

This role will lead the Transition, Service Delivery, GBS Governance, Digital Enablement and BPO Governance agenda across a global hybrid delivery model comprising captive GCCs and Tier-1 BPO partners.

Key Responsibilities

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• Lead end-to-end global transitions across Finance, HR, and technology shared services
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• Oversee service delivery across captive GCC and BPO operations
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• Drive SLA/KPI governance, service quality, standardization and operational excellence
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• Govern strategic Tier-1 BPO partners , including commercial performance, productivity and contractual compliance
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• Lead automation, RPA, AI, digital workflow and continuous improvement initiatives
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• Drive measurable improvements in cost, productivity, efficiency and service experience
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• Partner with senior stakeholders including CFO, CPO, Chief AI Officer and Regional Leadership
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Ideal Profile

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• 18+ years of experience in GBS, GCC, Shared Services or large-scale BPO-enabled environments
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• Proven leadership in global transitions and multi-functional operating models
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• Strong experience across Finance / HR / technology shared services
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• Experience managing hybrid captive + outsourced delivery models
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• Strong BPO commercial and vendor governance experience
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• Exposure to RPA, AI, workflow automation, analytics and process optimization
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• Experience managing globally distributed teams
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