The Head of Business Solutions Operations is responsible for leading and optimizing complex business operations, ensuring seamless execution of high-impact solutions that drive organizational growth and market leadership. This role demands exceptional strategic vision, operational acumen, and leadership capabilities to drive innovation, efficiency, and scalability within the organization.
Reporting to: Customer Operations Director
• Oversee and drive end-to-end business solution operations with a focus on achieving excellence in service delivery, operational efficiency, and cost-effectiveness.
• Design and implement best-in-class operational frameworks that enhance scalability, agility, and process optimization.
• Ensure adherence to world-class standards in service levels (SLAs), compliance, and quality management across all operational processes.
• Spearhead large-scale operational transformation initiatives to align with long-term business goals.
• Lead cross-functional teams to implement cutting-edge technologies and best practices for operational excellence.
• Drive innovation by evaluating emerging trends, technologies, and methodologies to enhance competitive positioning.
• Collaborate at an executive level with internal and external stakeholders to shape strategic direction and business growth.
• Develop and manage strategic partnerships with global vendors, partners, and clients to ensure world-class service delivery.
• Act as a trusted advisor to senior leadership, providing data-driven insights and recommendations for operational improvements.
• Build and lead high-performing, cross-functional teams with a focus on skill enhancement, professional growth, and performance excellence.
• Establish a culture of accountability, innovation, and operational rigor across the business solutions operations team.
• Drive succession planning and leadership development to ensure business continuity and organizational resilience.
• Achievement of operational efficiency and productivity targets.
• Successful execution of strategic transformation initiatives within defined timelines and budgets.
• Customer satisfaction and retention rates improvement.
• Employee engagement and leadership effectiveness scores.
• Visionary Leadership & Strategic Thinking
• Operational Excellence & Process Optimization
• High-Impact Stakeholder Management
• Financial Acumen & Cost Control
• Agility in a Rapidly Changing Environment
• Risk Mitigation & Crisis Management
• Minimum 15+ years of senior progressive experience in business operations, solution delivery, or strategic program management within a multinational environment.
• Master’s degree in business administration, Engineering, Computer Science, or a related field from a top-tier university (MBA from a globally recognized institution preferred).
• Relevant professional certifications such as PMP, ITIL Expert, Six Sigma Black Belt, or Lean Management are mandatory.
• Proven track record of leading large-scale business transformation initiatives across diverse industries such as telecommunications, IT services, or financial technology.
• Extensive experience in managing global operations with complex stakeholder environments and multi-geography teams.
• Expertise in managing sophisticated enterprise solutions, cloud technologies, and advanced automation frameworks.