AC
Director, Operations
APN Consulting Inc
Location not stated
Manager or above
2 days ago
- ServiceNow
- AI/ML
- Salesforce Platform
2 days ago
The Director , Operations – Chandigarh is the senior Operations leader at our client's new Chandigarh office, accountable for building and running the Operations functions based there — Market Operations, Client Onboarding, Renewable Program administration, REC Reporting, and Salesforce Platform — as a high-performing shared service capability for the global business. The role reports to the SVP, Global Operations, and owns people, delivery, quality, controls, and budget for these teams.
This is an exciting build-and-run position and the candidate will be able to help shape the Operations organization at a pivotal growth stage. Engineering will be leading the office opening; this role partners with the local Engineering Manager to build Operations requirements into the office, shares oversight of the local office with them, and leads the Operations stand-up — hiring, onboarding, and transitioning work from onshore teams. Team members take functional direction from global process owners, while this role owns their day-to-day leadership and development. The role is based full-time in the Chandigarh office. The Chandigarh teams support colleagues and clients in the US, UK, and Australia, so flexibility to overlap with UK and/or US Eastern business hours is required, especially as the team and coverage model is being established.
- Serve as the senior Operations leader on site and the point of accountability for the Chandigarh Operations functions and their performance.
- Partner with the Engineering Manager, who leads the office opening, so Operations requirements — workspace, shift coverage, connectivity, security, and controls — are built into the launch.
- Share local office oversight with the Engineering Manager under an agreed division of responsibilities, and act as a visible senior leader for all Chandigarh employees.
- Set the annual and quarterly Operations plan for the site, with targets for headcount, service levels, quality, and cost.
- Design team structures, team lead roles, coverage and shift patterns, and escalation paths in line with the global Operations model.
- Lead structured transitions — knowledge transfer, documentation, shadow and reverse-shadow, parallel running, and sign-off against exit criteria — agreed with global process owners.
- Expand the scope the site owns beyond transactional work as capability and maturity are demonstrated.
- Bachelor's degree and approximately 12+ years in operations, shared services, or Global Capability Center (GCC) environments, including 5+ years leading managers and multi-function teams; Senior Director leveling would typically reflect 15+ years and prior leadership of operations at a shared service or capability center.
- Demonstrated experience setting up a shared service center or new delivery team — hiring, standing up teams in a new location, and transitioning work from onshore teams to steady state.
- Strong people leader with a record of building and retaining high-performing teams and leading across functions and seniority levels, including technical professionals.
- Experience leading in a matrix, with functional direction from global stakeholders in other regions, and partnering with Engineering or Technology leadership in a shared site.
- Experience managing service levels, quality frameworks, and a departmental budget.
- Working knowledge of Indian employment law and HR practice.
- Excellent written and spoken English, with the executive presence to engage senior global stakeholders as a peer.
- Based in, or willing to relocate to, the Chandigarh Tricity area; able to work full-time on site, with regular evening availability to overlap with US Eastern business hours and periodic international travel.
Director, Operations · APN Consulting Inc