Job Purpose:The Head of Operations Support is accountable for leading and governing all enabling functions that support customer service operations. The role ensures operational readiness, process excellence, communication governance, training capability, and scalability across customer care channels. It serves as the backbone of operational efficiency and transformation, ensuring that frontline operations are structurally equipped to deliver superior customer experience and sustainable business growth.
Job Responsibilities:Develop and implement the Operations Support Strategy aligned with Customer care and corporate objectives. Establish governance frameworks for process management, training, communications, and operational readiness. Ensure alignment between support functions and frontline operational performance goals. Design, document, and optimize end-to-end operational processes. Lead continuous improvement initiatives using COPC, Lean, or Six Sigma methodologies. Standardize SOPs and ensure enterprise-wide process compliance. Identify and eliminate inefficiencies and service bottlenecks. Lead operational readiness planning for new launches, campaigns, and system implementations. Define KPIs, SLAs, and operational models for new initiatives. Provide capacity planning inputs and cost estimations. Ensure seamless deployment and stabilization post-implementation. Oversee governance of customer service communications across channels. Ensure alignment with brand guidelines and regulatory standards. Collaborate with Communications and Digital teams to standardize messaging frameworks. Lead onboarding and upskilling programs. Reduce time-to-competency for new hires. Embed change management training during transformation initiatives. Establish structured knowledge management frameworks. Monitor operational performance indicators across support functions. Analyze trends and provide actionable insights to senior leadership. Support data-driven decision-making through dashboards and reporting frameworks. Lead and develop Operations Support managers and second-tier leaders. Coordinate cross-functionally with HR, IT, Marketing, Compliance, and Operations. Build a culture of accountability and structured execution.
Job Qualifications:Bachelor’s degree in Business Administration, Operations, or related field.10–15 years of experience in contact center or customer service operations. Strong expertise in process improvement methodologies (COPC, Lean, Six Sigma preferred). Experience managing operational readiness and transformation programs. Strong analytical and problem-solving capabilities. Proven leadership experience managing multi-functional support teams. High organizational discipline and follow-through capability.