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Director - Operations

AIS InfoSource
Vadodara, Gujarat

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Job details

2 hours ago

Qualifications

Six Sigma Certification
Master's degree
Quality assurance
Bachelor's degree
Business Administration
Leadership
Communication skills
Lean Six Sigma Certification
Time management
Analytics

Full job description

Director Operations

EXPERIENCE REQUIRED: 18+ Years

NUMBER OF POSITIONS: 01

DEPARTMENT: Operations

REPORTS TO: EVP & VP

LOCATION: Vadodara, India

ROLE OVERVIEW:

The Director Operations will lead operational strategy and execution under the COO’s guidance, focusing on process optimization, service delivery, and scalability for tech-driven and high-growth environments. This role will drive operational excellence, automation, and cross-functional alignment while ensuring robust infrastructure and seamless execution across business units.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Service Delivery Excellence:

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Drive service delivery excellence by ensuring that team operations meet or exceed service level agreements (SLAs) and performance targets. Oversee the end-to-end management of bankruptcy cases, including filings, negotiations, and client communications.

Client Relationship Management:

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Build and nurture strong client relationships, acting as the primary point of contact, addressing client concerns, and ensuring client satisfaction.

Operational Efficiency and Productivity:

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Improve operational efficiency and productivity by optimizing processes, reducing turnaround times, and streamlining workflows.

Cost Optimization:

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Develop and manage budgets, control operational costs, and identify opportunities for cost reduction without compromising service quality.

Quality Assurance and Compliance:

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Establish and maintain quality assurance processes to ensure that services comply with industry regulations and consistently deliver high-quality results.

Performance Metrics and Reporting:

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Define and monitor key performance indicators (KPIs) to assess operational performance, create performance reports, and make data-driven decisions.

Team Leadership and Development:

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Lead, coach, and mentor teams, fostering a culture of collaboration, professional growth, and high-performance standards.

Process Improvement and Automation:

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Identify opportunities for process improvement and automation to enhance efficiency, reduce manual work, and increase accuracy.

Regulatory Compliance and Audits:

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Ensure adherence to industry regulations, manage compliance audits, and maintain records to meet regulatory requirements.

Innovation and Technology Adoption:

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Drive innovation in operations by exploring and implementing emerging technologies and best practices to stay competitive in the outsourcing industry.

Customer Satisfaction and Retention:

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Implement practices that consistently exceed client expectations, maintain high levels of customer satisfaction, and promote long-term client relationships.

Environmental and Social Responsibility:

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Promote sustainable and socially responsible business practices within operations, aligning with corporate values and industry trends.

Conflict Resolution and Issue Handling:

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Address and resolve team-related issues and conflicts promptly, ensuring a positive working environment and client satisfaction.

Change Management and Scalability:

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Lead and support changes related to process scalability, new technology adoption, or expansion initiatives to accommodate growing business needs.

Cross-Functional Collaboration and Communication:

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Foster effective communication and collaboration among various departments and levels within the organization to ensure seamless service delivery.

Security and Data Privacy:

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Ensure the security and privacy of client data by implementing robust data protection measures and staying compliant with data privacy regulations.

Market Research and Analysis:

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Stay informed about industry trends, market dynamics, and competitor strategies to identify growth opportunities and challenges.

Internal Interfaces:

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Business Stakeholders, Recruitment Team, Hiring Managers, Management, HOD, Admin Team, Employees, IT Team.

External Interfaces:

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Vendors, Candidates, Consultants, Vendors, Colleges, Institutions.

SUPERVISORY RESPONSIBILITIES:

This position has supervisory responsibilities.

SKILLS:

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Leadership: Strong leadership skills to guide and motivate teams, set goals, and foster a positive work environment.

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Strategic Thinking: The ability to think strategically, plan for the long term, and make decisions that align with the organization’s goals.

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Adaptability: The capacity to adapt to changing circumstances and embrace new technologies, methodologies, and industry trends.

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Resilience: The ability to handle pressure, recover from setbacks, and remain focused on objectives.

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Communication Skills: Effective communication, both in conveying ideas and listening to teams and stakeholders.

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Problem-Solving: Strong problem-solving skills to identify and address complex operational issues.

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Empathy: The capacity to understand and relate to the needs and concerns of teams and clients.

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Integrity: High ethical standards and integrity to maintain trust and uphold values.

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Innovation: A willingness to promote and embrace innovative practices within operations.

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Customer Focus: Dedication to meeting and exceeding customer expectations, as clients are often central to operations.

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Team Building: The ability to build and lead high-performing teams and encourage professional growth.

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Flexibility: The capacity to adapt to changing circumstances and manage unexpected challenges.

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Time Management: Effective time management skills to handle multiple responsibilities and prioritize tasks.

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Risk Management: Skills to identify and mitigate operational risks.

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Conflict Resolution: The ability to handle conflicts, whether they are internal or client related.

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Results-Driven: A focus on achieving goals and driving operational excellence.

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Cross-Functional Collaboration: The capacity to collaborate and communicate effectively across different departments.

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Detail-Oriented: Attention to detail to ensure quality control and minimize errors.

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Cultural Sensitivity: The ability to work effectively with diverse teams, clients, and stakeholders.

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Self-Motivation: A strong sense of self-motivation, dedication to the organization’s success, and a passion for the work.

EXPERIENCE:

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18+ years of operations leadership experience, with at least 5 years in senior management roles in fintech or product-based companies.

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Bachelors/ master’s degree (in Commerce/Law/Business administration)

LANGUAGE SKILLS:

Ability to read and interpret documents such as safety rules, operating and maintenance Instructions, and procedure manuals, ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in Situations where only limited standardization exists. Ability to interpret a variety of Instructions furnished in written, oral, diagram or schedule form.

CERTIFICATES, LICENSES, REGISTRATION:

Lean Six sigma certification (good to have).

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an Employee encounters while performing the essential functions of this job. Reasonable Accommodations may be made to enable individuals with disabilities to perform the Essential functions.

While performing the duties of this job, the noise level in the work environment is Usually moderate.

DISCLAIMER:

The information in this job description is designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position and may be changed at the company’s discretion to conform to business needs.

ABOUT THE COMPANY:

AIS is a Texas-based fintech firm committed to lowering operating costs, improving quality and reducing cycle time with back-office automation, highly skilled talent and standardized reporting and analytics solutions. AIS manages the day-to-day work so our clients can focus on growing their business. We review client processes, eliminate non-value adds, and enhance productivity. We build financial and legal technology to automate and optimize workforce performance. We recruit, train, and manage specialized human resources to meet staff augmentation needs. We equip decision makers with deep data sets and forward-thinking analytics so they can make smarter business decisions and create better customer experiences. We serve a variety of industries including banking, automotive finance, credit card, mortgage, insurance and telecommunications.

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