Director - Central Operations Hub

Director - Central Operations HubThe Director, Central Operations Hub is responsible for establishing and leading a regional shared services capability that supports APAC and EMEA operations. The role drives the setup of the Hub''s operating model, governance, infrastructure, systems, and processes, while leading the transition of services into the Hub and ensuring ongoing delivery excellence. Working closely with business leaders and service owners, the Director is accountable for service performance, stakeholder satisfaction, team leadership, reporting, and continuous improvement while building a scalable and sustainable operations platform.

• Hub Leadership Build: Stand up and lead the Central Operations Hub in Bangalore; define the operating model, governance framework, service catalogue, technology landscape, and operating standards.
• Strategy Scaling: Develop the Hub strategy, workforce plans, growth roadmap, and service expansion approach to support future business needs.
• Service Transitions: Lead the transition of services into the Hub through structured planning, knowledge transfer, stakeholder management, stabilization, and risk mitigation activities.
• Operating Model Ownership: Define service delivery strategy, operating standards, service portfolio priorities, and long-term capability roadmap.
• Operational Excellence: Drive process standardization, continuous improvement, automation, and productivity initiatives to enhance service performance and value delivery.
• People Leadership: Recruit, onboard, develop, and lead a high-performing team while fostering a culture of accountability, collaboration, and continuous learning.
• Stakeholder Management: Build trusted relationships with business leaders, service owners, and functional teams to align priorities, manage expectations, and support successful outcomes.
• Governance Controls: Design governance frameworks, operating principles, decision rights, and performance standards.
• Performance Management: Define, monitor, and report on SLAs, KPIs, quality metrics, capacity, and customer satisfaction measures to ensure service commitments are achieved.
• Reporting Business Insights: Deliver operational reporting, executive updates, performance dashboards, and actionable insights that inform decision-making and drive accountability.
• Financial Commercial Management: Manage budgets, resource utilization, cost efficiency, and value realization while supporting sustainable Hub growth
  

• 10+ years'' experience in Shared Services, Global Capability Centers (GCCs), Global Business Services (GBS), Operations Leadership, Operations Transformation, or Management Consulting.
• Proven experience building, scaling, or leading shared services organizations, operations hubs, or business service centers.
• Demonstrated success leading service transitions, migrations, offshoring, insourcing, or centralization initiatives.
• Strong service delivery leadership experience with accountability for operational performance and business outcomes.
• Experience recruiting, leading, and developing diverse, high-performing teams.
• Strong stakeholder management and executive communication skills.
• Experience establishing governance frameworks, SLA/KPI management, reporting, and continuous improvement programs.
• Commercially astute, highly collaborative, and comfortable operating in fast-paced, evolving environments.
• Bachelors degree in Business, Commerce, Engineering, Operations Management, or a related field; MBA or equivalent postgraduate qualifications are advantageous.
  

• Being part of a growing global company;
• Career development and a promote from within culture;
• An organisation committed to Diversity and Inclusion
  

INCO: Cushman Wakefield