OverviewOperations Director (New Business & Offshore Transition) Role Purpose To provide strategic oversight, governance, and performance management during new client implementations and/or the transition of operational delivery to offshore locations. The role ensures continuity of service, protects commercial outcomes, maintains strong client relationships, and manages the retained onshore function responsible for governance, vendor management, and operational assurance.
Experience
Senior-level contact centre or service delivery experience
UK Financial Services included FCA regulated activities
Leading offshoring or multi-site transitions
Vendor, BPO, or offshore partner management
Managing financial and operational performance during change
Client relationship management
Skills & Personal Attributes
Strong communication across distributed teams
Proven track record in leadership of successful teams
Influential stakeholder management
Commercial awareness and cost management
Negotiation and vendor governance
Ability to lead through organisational change
Displays vision in identifying new business opportunities with existing and potential clients for the benefit of the business and commercial awareness to drive these forward.
Key Responsibilities
Assess Readiness and identify Transition risks and dependencies
Serve as single point of coordination among senior leadership, boards, external partners, and operational teams
Build trust and alignment across diverse stakeholder group
Ensure uninterrupted delivery of core operations, services or programs during transition
Anticipate operational, reputational and all other risks relevant to service and contract
Develop mitigation strategies and escalation protocols
Manage change and support organizational adaptation
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