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Job Title	Head/Sr. Manager of Ops \|\| Coimbatore \|\| KPO/BPO
Category	BPO
Location	Coimbatore, India
Company	ksa inc
Description	Job Description Role Overview We are hiring a Head of Data Operations to lead end-to-end delivery across Internet Research (IR) and Telephone Research (TR)/Call Center operations, while bringing structure, predictability, and process discipline through PMO practices. This role goes beyond managing daily operations — it is responsible for building scalable, structured systems that improve operational visibility, consistency, and performance across teams. The ideal candidate is a strong operations leader who can run large teams efficiently and apply structured problem-solving, reporting frameworks, and governance mechanisms to drive consistent outcomes. Additionally, this role will translate organizational goals into structured operational plans and ensure effective execution across IR and TR functions. Key Responsibilities Operations Leadership & Delivery Ownership Own and manage end-to-end delivery across IR, TR (Call Center), QA, and Skill Development teams Ensure SLA adherence, productivity, and quality benchmarks are consistently met Drive daily execution discipline and ensure smooth, predictable operations Manage and scale large teams (100+ members) with clear accountability structures Ensure consistency in process execution across teams and projects (Costa Rica, Philippines & India) Process Standardization & Workflow Optimization Design and implement standard operating procedures (SOPs) across all operational workflows Identify inefficiencies and drive process improvements to enhance productivity and quality Ensure consistency in process execution across teams and projects PMO Integration & Governance Introduce PMO best practices into operations to improve structure and control Establish standardized reporting frameworks, planning templates, and tracking mechanisms Implement Root Cause Analysis (RCA) processes to reduce recurring errors Build governance cadence including regular reviews, health checks, and escalation protocols Drive cross-functional alignment across Research, QA, Call Center, Automation, and Delivery teams Act as a bridge between leadership and operational teams, providing structured updates, insights, and recommendations Conduct regular operational reviews with Team Leads and Managers to track progress, identify risks, and drive corrective actions Performance Tracking & Reporting Develop and standardize operational dashboards and performance metrics Define and monitor key operational KPIs including productivity, utilization, quality, and SLA adherence Provide clear visibility to leadership on delivery status, risks, and forecasts Enable data-driven decision-making through structured reporting Team Leadership & Capability Building Build strong Team Lead and Manager capability through coaching and structured feedback Train Team Leads and Managers on structured problem-solving, RCA, and standardized reporting practices Drive a culture of accountability, ownership, and continuous improvement Drive adoption of performance metrics and evaluation frameworks Drive leadership development and build a strong second line of managers for scalability Risk Management & Continuous Improvement Identify operational risks and proactively implement mitigation strategies Ensure adherence to operational governance standards and escalation protocols Reduce delivery bottlenecks and recurring issues through structured interventions Foster a system-driven approach rather than reactive firefighting What You Bring Must-Have 10–15 years of experience in Data Operations, BPO/KPO, Information Services, or similar domains Proven experience managing large teams (100+ members) in SLA-driven environments Strong operations leadership with hands-on delivery ownership Experience in process standardization, SOP creation, and workflow optimization Solid understanding of PMO principles (PM certification preferred) Strong problem-solving, RCA, and analytical thinking skills Excellent communication and stakeholder management skills Good to Have Experience in Internet Research / Telephone Research / Data Services operations Exposure to dashboarding, reporting tools, and performance tracking systems Experience working with US-based clients or global delivery models What Success Looks Like Smooth, predictable, and scalable operations across IR and TR Consistent SLA adherence and improved quality metrics Standardized reporting and performance tracking across teams Reduction in recurring errors through structured RCA Strong team accountability and performance culture Improved cross-functional coordination and operational efficiency This role is an Operations Leader with embedded PMO discipline — responsible for both execution excellence and system-driven scalability. Skills: rca,research,operations,leadership,data
Salary	Not Disclosed
Last Date	2026-04-27 00:00:00
Apply Link	Click Here