Job Title: Head of Operations

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Location: Yeshwanthpur Bangalore 

Company: TransactGlobal 

Website:https://transactglobal.com 

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Department: Head of Operations

Position Overview

The Head of Operations will be responsible for overseeing day-to-day delivery across multiple projects, ensuring operational excellence, financial health, and service quality. This role will provide strategic leadership to Operations Managers and Team Leaders, aligning execution with business goals and client expectations. The Head of Operations will also drive initiatives in training, quality assurance, and continuous improvement to strengthen organizational performance.

Key Responsibilities

• Operational Leadership
• Oversee and guide Operations Managers and Team Leaders across small and large projects.
• Ensure smooth execution of daily operations, meeting SLAs and client commitments.
• Implement standardized processes and frameworks for efficiency and scalability.
• Financial Management
• Own the P&L accountability for domestic operations.
• Monitor revenue, cost, and profitability metrics; identify opportunities for margin improvement.
• Partner with finance to forecast, budget, and track operational expenses.
• Quality & Training
• Establish and enforce quality benchmarks across projects.
• Collaborate with training teams to design and deliver programs that enhance agent performance.
• Drive continuous improvement initiatives to elevate customer satisfaction and reduce errors.
• Client & Stakeholder Engagement
• Act as a senior escalation point for clients, ensuring issues are resolved promptly.
• Build strong relationships with stakeholders to reinforce trust and long-term partnerships.
• People Management
• Mentor Operations Managers and Team Leaders, fostering leadership development.
• Promote a culture of accountability, collaboration, and high performance.
• Partner with HR on workforce planning, recruitment, and retention strategies.
• Strategic Initiatives
• Identify opportunities for automation, AI-driven support, and process optimization.
• Benchmark against industry best practices to maintain competitive advantage.
• Contribute to organizational growth by aligning operations with business transformation goals.

Desired Skills & Qualifications

• Proven experience (10+ years) in BPO/BPM operations, with at least 3–5 years in a senior leadership role.
• Strong understanding of domestic BPO dynamics including client management, SLAs, and compliance.
• Demonstrated ability to manage P&L and drive profitability.
• Expertise in quality frameworks (ISO, COPC, Six Sigma preferred).
• Excellent leadership, communication, and stakeholder management skills.
• Ability to balance strategic vision with hands-on operational oversight.
• Exposure to training design and delivery for large teams.
• Tech-savvy, with openness to AI, automation, and digital transformation in operations.

Reporting Structure

• Reports to: CEO / Managing Director
• Direct Reports: Operations Managers, Quality & Training Leads
• Indirect Reports: Team Leaders, Agents

Performance Metrics

• Achievement of P&L targets (revenue, cost, profitability)
• SLA adherence and client satisfaction scores
• Quality metrics (error rates, audit scores, CSAT)
• Training effectiveness and employee performance improvement
• Attrition and employee engagement levels