Head of Operations

Location: Bengaluru

Role

Purpose:

The Head of Operations is a senior executive responsible for end-to-end operational leadership, service delivery excellence, regulatory compliance, and client satisfaction across the organisation.

This role will act as the execution arm of the Board and Director, translating strategic goals into scalable operations while ensuring:

- High-quality service delivery
- Strong governance and compliance
- Robust data protection and risk management
- Excellent client experience and retention
- Operational efficiency and financial discipline

The Head of Operations will also oversee the organisation’s data protection and compliance posture, working in close alignment with legal, IT, and leadership teams to ensure compliance with UK GDPR, Data Protection Act 2018, HIPAA (where applicable), and international best practices.

Key Responsibilities

1. Executive Leadership & Business Operations

- Lead and manage day-to-day business operations across departments.
- Translate strategic objectives into operational execution plans.
- Drive operational efficiency, scalability, and performance management.
- Act as a key decision-maker supporting the Board.
- Ensure alignment between business goals, people, systems, and processes.
- Establish KPIs, dashboards, and performance metrics across teams.

2. Client Experience & Service Excellence

- Own end-to-end client satisfaction, retention, and service delivery quality.
- Ensure SLAs, turnaround times, and service commitments are consistently met.
- Act as an escalation point for key client concerns and service issues.
- Build strong, long-term relationships with clients and stakeholders.
- Implement continuous improvement initiatives based on client feedback.
- Ensure client data is handled securely and compliantly at all times.

3. Data Protection, Risk & Compliance Oversight

- Serve as the organisation’s executive owner of data protection and compliance.
- Ensure adherence to:
- UK GDPR & Data Protection Act 2018
- HIPAA (where applicable)
- ICO and NHS DSP requirements
- Oversee:
Data governance frameworks, Data Protection Impact Assessments (DPIAs), Records of Processing Activities (RoPA), Act as escalation authority for data protection incidents and breaches.
- Ensure appropriate reporting to regulators and stakeholders when required.

4. Operational Governance & Risk Management

- Establish strong governance frameworks across:
- Operations, Data handling, IT and security, Vendor management, Identify operational, regulatory, and reputational risks.
- Implement risk mitigation strategies and business continuity plans.
- Oversee internal and external audits and ensure timely closure of findings.

5. IT, Digital & Process Excellence

- Oversee IT operations, security, and digital infrastructure.
- Ensure secure and efficient use of:
- Cloud platforms, Automation tools, Reporting and analytics systems
- Work closely with technology partners to ensure:
- Data security, System scalability, Compliance with privacy regulations, Champion digital transformation and process optimisation.

6. Financial, Vendor & Commercial Oversight

- Partner with leadership on budgeting, forecasting, and cost control.
- Oversee vendor management, contracts, and performance reviews.
- Ensure data protection and compliance clauses are embedded in all contracts.
- Drive operational efficiency while maintaining service quality.
- Support revenue growth through strong delivery and client satisfaction.

7. Leadership, Culture & Talent Development

- Lead, mentor, and develop high-performing teams.
- Foster a culture of:
Accountability, Compliance, Client-centricity, Continuous improvement, Ensure training and awareness on:
Data protection, Information security, Client service excellence, Act as a role model for ethical and compliant business conduct.

8. Desirable / Strategic Add-ons

- Oversight of:
- Power BI, Power Automate, and analytics platforms
- Process automation and reporting governance
- Support privacy-by-design and security-by-design initiatives.
- Provide executive input on scaling operations internationally.
- Contribute to long-term corporate strategy and growth planning.

Candidate Profile

Essential Experience

- 12–18+ years of experience in:
- Operations leadership
- Service delivery
- Compliance / governance
- Client management
- Proven experience working at senior leadership.
- Strong understanding of:
Operational risk, Data protection regulations ,Client service management, Experience managing multi-functional teams and external stakeholders, Strong commercial and financial acumen.

Highly Desirable

- Experience in healthcare, IT services, BPO, or regulated industries
- Exposure to UK clients
- Experience scaling operations or managing rapid growth
- Certifications (preferred): CIPP/E, CIPM, ISO 27001, ITIL / PMP