Assistant Vice President - Partner Operations

Operational Leadership

• Own end-to-end delivery of back-office operations across multiple processes/functions
• Ensure adherence to SLAs, KPIs, and regulatory/compliance requirements
• Drive operational stability, risk mitigation, and issue resolution
• Lead capacity planning, workforce optimization, and productivity improvement initiatives

Process Excellence & Transformation

• Identify opportunities for process re-engineering, automation, and digitization
• Lead Lean, Six Sigma, and continuous improvement initiatives to reduce cost and errors
• Partner with technology, analytics, and transformation teams to scale solutions
• Deliver measurable benefits such as FTE savings, cycle time reduction, and defect reduction

Stakeholder & Client Management

• Act as the primary escalation point for senior internal and external stakeholders
• Present performance insights, risks, and improvement plans to leadership and clients
• Translate business requirements into operational execution plans
• Build strong cross-functional partnerships (IT, Risk, Compliance, HR, Finance)

People & Capability Management

• Lead, coach, and develop senior managers and operations leaders
• Build high-performing, customer-centric teams with strong governance and accountability
• Drive engagement, talent development, succession planning, and attrition management
• Foster a culture of ownership, discipline, and continuous improvement

Governance, Risk & Compliance

• Ensure compliance with regulatory, audit, and internal control requirements
• Own operational risk management, including incident management and remediation
• Support internal/external audits and implement corrective actions
• Ensure data privacy, information security, and business continuity adherence

Key Metrics & Outcomes

• SLA and KPI achievement (Productivity, Quality, TAT, Accuracy)
• Cost optimization and efficiency gains (FTE savings, automation benefits)
• Reduction in customer complaints, rework, and operational risk events
• Employee engagement, leadership strength, and talent retention
• Successful delivery of transformation and change initiatives

Develop & implement business plans in alignment with partnership strategies, business goals, & market trends that supports company's growth & expansion objectives.

Anchor communication & collaboration between internal teams & external partners to ensure alignment & successful execution of partnership initiatives.

Measure the success of partnerships by periodically reporting to the senior management on partnership performance, challenges, & opportunities.

Lead successful execution of partnership contracts & agreements ensuring compliance with company's policy & compliance.

Identify & mitigate risks associated with onboarding, content, & contracts by ensuring compliance with Legal, ISG, Finance & Marketing groups.

Keep abreast with market trends & developments to identify new opportunities & risks, & use the insights to readjust partnership goals.

Graduate