Senior Director/Head - Transition & Service Delivery - BPO

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:

- Lead end-to-end global transitions across Finance, HR, Procurement and shared services

- Oversee service delivery across captive GCC and BPO operations

- Drive SLA/KPI governance, service quality, standardization and operational excellence

- Govern strategic Tier-1 BPO partners, including commercial performance, productivity and contractual compliance

- Lead automation, RPA, AI, digital workflow and continuous improvement initiatives

- Drive measurable improvements in cost, productivity, efficiency and service experience

- Partner with senior stakeholders including CFO, CPO, Chief AI Officer and Regional Leadership

Ideal Profile:

- 18+ years of experience in GBS, GCC, Shared Services or large-scale BPO-enabled environments