Manager - Central Operations Hub

Overview

Lead the day-to-day operations of the Central Operations Hub, ensuring successful service transitions, delivery, and continuous improvement, while acting as the Hub PMO.

What you'll do

• Manage day-to-day Hub operations, ensuring services are delivered efficiently, consistently, and in line with agreed service commitments.
• Execute governance processes, facilitate governance forums, and manage project plans, RAID logs, status reporting, action tracking, resource planning, and executive reporting.
• Oversee onboarding of new services into the Hub, coordinating transition plans, knowledge transfer, stabilization efforts, and stakeholder communications.
• Monitor service performance, SLAs, KPIs, productivity, quality, capacity, and customer satisfaction, driving corrective actions where required.
• Lead, coach, and develop Senior Business Analysts and Business Analysts, fostering a high-performance culture focused on service excellence, accountability, and continuous improvement.
• Provide leadership and direction across multiple service workstreams, ensuring priorities, resources, risks, dependencies, and deliverables are effectively managed.
• Manage team workload, workforce planning, and capacity allocation to ensure delivery commitments are met.
• Drive standardization, process optimization, automation, and operational excellence initiatives to improve service quality, efficiency, and scalability.
• Build strong relationships with service owners, business leaders, and functional stakeholders to align expectations, manage issues, and support service delivery.
• Deliver operational dashboards, performance reporting, transition updates, and management insights that support informed decision-making.
• Identify, monitor, and mitigate operational risks, ensuring compliance with governance processes, controls, and procedures.
• Support the Director in building Hub capability, operating standards, tools, methodologies, and scalable ways of working.

What you'll need

• 7-9 years of experience in Shared Services, Operations Management, Business Operations, PMO, Process Improvement, Operations Transformation, or Management Consulting.
• Proven experience leading operational teams, managing service delivery, and coordinating multiple projects or workstreams in a shared-services, GCC, consulting, or business operations environment.
• Strong PMO, governance, reporting, planning, and stakeholder management capabilities, with experience managing risks, dependencies, and delivery performance.
• Demonstrated experience coaching and developing team members while driving process improvement, standardization, automation, and operational excellence initiatives.
• Bachelor's degree in Business, Commerce, Engineering, Operations Management, or a related field.

Nice to have

• MBA or equivalent postgraduate qualifications.

Details

• Location: Bengaluru, India.