Country / Region Lead - BPO, Customer Experience & Data Analytics

About the Role

The India Leader will provide strategic and operational leadership for all India-based operations, with a strong focus on

Customer Experience, Business Process Operations, and Data Analytics

• . This role requires a visionary yet hands-on leader who can drive excellence in service delivery, build and scale high-performing teams, and represent the India center in the global leadership ecosystem.

The role will involve overseeing

end-to-end service delivery

operational excellence

talent strategy

, and

business transformation

through process optimization, analytics, and automation. The leader will partner closely with global stakeholders to ensure India remains a center of excellence for innovation, customer experience, and data-driven insights.

Key Responsibilities

Provide

strategic direction and operational oversight

for India operations across BPO, Customer Experience, and Data Analytics functions.

Lead, inspire, and mentor the India leadership team to achieve business goals while fostering a culture of performance, inclusion, and innovation.

Build and scale high-performing

customer experience operations

with a strong focus on quality, efficiency, and satisfaction metrics (CSAT, NPS, FCR, etc.).

Drive

data-led transformation

by leveraging analytics, automation, and AI to improve processes, reduce cost, and enhance customer outcomes.

Partner with global business and functional leaders to align India’s strategy with global objectives, ensuring synergy across teams.

Oversee

support functions

including HR, Finance, Legal, Facilities, and IT to ensure operational excellence and compliance.

Serve as the

external face of the company in India

, representing the organization with regulatory bodies, industry forums, and local partners.

Ensure strong governance, compliance, and risk management practices across all business areas.

Drive a continuous improvement culture focused on

operational KPIs, process standardization, and talent development

Experience and Expertise

15+ years of leadership experience

in BPO, Shared Services, or Global Capability Centers with deep exposure to

Customer Experience

and

Data Analytics

operations.

Proven success in

scaling large, multi-function operations

with measurable business impact.

Strong understanding of

CX metrics

digital transformation

, and

data analytics platforms

(e.g., Power BI, Tableau, Google Analytics, etc.).

Demonstrated ability to work across cultures and matrix organizations, influencing global stakeholders effectively.

Experience in

process re-engineering

automation (RPA / AI)

, and

data-driven decision-making

Excellent financial acumen with experience managing

P&L

, budgets, and cost optimization programs.

Strong people leadership, communication, and change management skills.

Ability to manage multiple stakeholders and drive accountability across functions.

Advanced degree in Business, Technology, or Analytics preferred.

Leadership Competencies

Customer-First Mindset :

Deep passion for customer experience and operational excellence.

Analytical Thinker :

Uses data to drive strategy, decision-making, and measurable outcomes.

Collaborative Leader :

Builds trust and alignment across global and local teams.

Innovator :

Encourages experimentation, new ideas, and use of emerging technologies.

Inclusive Leader :

Builds diverse, empowered teams with a culture of growth and accountability.

Strategic Executor :

Balances long-term vision with short-term deliverables to ensure sustainable growth.