Country / Region Lead - 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 :

Leadership Competencies :

(ref : hirist.tech)