Service Head - Global Capability Center (8-15 yrs)

The Head of Services India is responsible for driving value creation for internal business partners by delivering agreed-upon services through a team dedicated to continuous personal development and growth. You will oversee all aspects of the office operations, ensuring a productive and compliant work environment while aligning with the company & strategic objectives.

Key Responsibilities:

1. Leadership & Development

- Lead and mentor teams across functions, including Marketing, Content, Project Management, and Business Technology.

- Foster a positive work environment that promotes innovation, collaboration, and continuous improvement.

- Align the service centre's goals with the company's strategic objectives and support the team's growth to deliver best-in-class service.

2. Operational Excellence

- Oversee daily operations, ensuring efficiency and effectiveness across all functions.

- Establish and monitor key performance indicators (KPIs) to measure and enhance operational success.

- Identify opportunities for process improvements and implement solutions to enhance operational efficiency and service quality.

3. Strategic Planning & Execution

- Collaborate with senior management to develop long-term strategies for the service centre, including capacity planning, resource allocation, and technology integration.

- Ensure the service centre's activities align with global company initiatives and market trends.

- Drive the adoption of new tools, technologies, and processes that support growth and scalability.

4. Stakeholder Engagement

- Serve as the primary contact for all internal and external-related matters.

- Build and maintain strong relationships with key stakeholders to ensure alignment of goals and effective communication.

- Represent the service centre in global meetings, providing updates on performance, challenges, and strategic initiatives.

5. Financial Management

- Develop and manage the service centre's budget, ensuring financial targets are met and resources are utilized efficiently.

- Monitor and control operational expenses, identifying cost-saving opportunities without compromising service quality.

- Prepare regular financial reports for senior management, highlighting key metrics and insights.

6. Compliance & Risk Management

- Ensure the service centre complies with all relevant local laws and regulations, including labour laws, data protection, and industry standards.

- Develop and implement risk management strategies to mitigate operational risks and ensure business continuity.

- Conduct regular audits and assessments to identify potential risks and areas for improvement.

Required Skills & Experience:

- Experience with international companies or managing a Global Capability Center (GCC) for at least 2 years.

- 3-5 years of experience in office management with a strong focus on operations and team leadership.

- Proven ability to set up and expand teams.

- Strong leadership, communication, and problem-solving skills.

- Experience in fast-paced environments, preferably in startups or e-commerce.