Director of Operations - HR Shared Services

Outscale Partners · Gurugram, India

Outscale Partners is looking for a dynamic Director Operations for the HR Shared Services business unit. Reporting directly to the CEO, you will lead a team of approximately 100+ professionals delivering HR operations for global clients while driving operational excellence, AI-enabled transformation, client satisfaction, and business growth.

Key Responsibilities

• Lead end-to-end HR Shared Services operations, ensuring delivery against SLAs, quality, productivity, and compliance targets.
• Manage client relationships, conduct governance reviews, and identify opportunities to expand existing engagements.
• Drive operational excellence through Lean methodologies, process standardization, automation, and AI adoption.
• Lead, coach, and develop managers and operational teams to build a high-performance culture.
• Own operational KPIs, workforce planning, budgets, profitability, and continuous improvement initiatives.
• Partner with Sales and Solutions teams during new client transitions and business expansion opportunities.
• Build scalable operating models capable of supporting rapid organizational growth.
• Ensure strong governance, risk management, and compliance across all operations.

What We're Looking For

• 12–18 years of experience in BPM/BPO or Shared Services operations.
• Proven experience managing HR Shared Services or employee lifecycle processes for global clients.
• Demonstrated leadership of teams of 75–300 employees through multiple levels of management.
• Strong understanding of operational metrics, workforce management, client governance, and process improvement.
• Experience leading automation, AI, digital transformation, or RPA initiatives is highly desirable.
• Excellent leadership, stakeholder management, communication, and problem-solving skills.
• Bachelor's degree required; MBA or Lean Six Sigma certification is an advantage.
• This is a 5 day in office role at our Gurugram location

Success in This Role

You will be measured on:

• Client satisfaction and SLA achievement
• Automation and AI adoption
• Operational efficiency and productivity improvements
• Margin enhancement and cost optimization
• Employee engagement and talent development
• Business growth within existing accounts

Why Outscale?

This is an opportunity to work directly with the CEO and help build the next generation of AI-enabled business operations. You'll have an active role to play in shaping strategy, influence technology adoption, develop future leaders, and make a measurable impact in a fast-growing global organization. If you're passionate about operational excellence, transformation, and building high-performing teams, we'd love to hear from you.