CSC Centre Head / Operations Manager

Key Responsibilities

Team Leadership & Centre Operations

• Hire, onboard, and manage a team of 8-14 specialists across 4 pillars: CIO & Events, Digital & Content,

Operations & Finance, AI & IT

• Set daily, weekly, and monthly targets for each team member; conduct weekly 1:1s and monthly KPI

reviews

• Maintain the daily async stand-up reporting rhythm to Dubai HQ via Slack/Zoho Cliq
• Own the Bhubaneswar office operations - vendor contracts, facilities, IT, compliance
• Manage the CSC budget (INR); produce monthly cost-vs-budget report for Tushar

Cross-BU Delivery

• Ensure every GEC business unit receives its agreed service level from the CSC - CIO outreach, event

pipeline, lead generation, campaign execution, MIS reporting, account management

• Chair the weekly cross-pillar sync; resolve resource conflicts; prioritise based on revenue impact
• Serve as the primary escalation point for all Dubai HQ requests to the CSC team

AI & Process Governance

• Align with GEC Digital for the AI agent infrastructure (N8N + Claude API); work with the GEC Digital to

ensure all 12 agents are running, maintained, and continuously improved

• Own all CSC SOPs - create, document, and enforce standard operating procedures for every function
• Drive continuous improvement: identify manual processes that can be automated; champion the 10x

productivity mandate

Requirements

Must-Have

• 5-7 years of experience in BPO, contact centre operations, B2B marketing

operations, or digital agency management

• Proven

experience managing a team of 8+ people in a multi-function environment

• Experience

working with international clients or remote reporting to senior leadership

• Strong

command of CRM systems - Zoho CRM preferred; Salesforce acceptable

• Excellent

written and spoken English - will communicate daily with Dubai HQ leadership

• Demonstrated

experience with project management and SOP development

• Comfortable

with technology: understands email marketing, LinkedIn outreach, VoIP

telephony, basic AI/automation concepts

Strongly

Preferred

• Experience

in a media, events, or B2B demand generation company

• Exposure

to AI automation tools or willingness to learn rapidly

• Prior

experience setting up or scaling a new team or office from scratch

• MBA or

equivalent post-graduate qualification