Associate Director - Capability hub operations

Proposed designation: Associate Director

- Role type: Supervisory

- Reporting to: Director

- Geo to be supported : Corporate

Roles & responsibilities

The CH Operations team supports business leadership across stakeholder management, financial planning, key initiatives, performance tracking, and compliance to ensure effective day-to-day operations. We are seeking a senior operations lead to strengthen execution, governance, and scalability. As complexity and interaction volumes increase, this role will act as a senior execution and integration layer, owning day-to-day operational delivery and controls, while enabling greater focus on strategic priorities and forward-looking initiatives.

Operational Execution & Governance:

- Own end-to-end execution across core CH Operations processes (e.g., KPI insights, timesheets, HRMS operations, headcount, compliance, utilization and operational reporting)

• Ensure data accuracy across HRMS, resource tagging and related billing inputs through clear ownership, oversight and escalation

• Institutionalize execution discipline through standardization, automation and reduced manual dependency

Performance Management & Insights:

• Drive performance management through structured KPIs, dashboards and leadership-ready insights

• Leverage data, automation and GenAI-enabled approaches to improve efficiency, accuracy and turnaround time

• Identify trends, risks and improvement opportunities across operational processes

Stakeholder & Integration Management:

• Act as a senior coordination point for complex, high-volume stakeholder interactions and cross-team dependencies

• Structure ambiguous asks, drive prioritization and ensure timely, outcome-focused closure

• Serve as an integration layer across operational teams, leadership forums and cross-functional partners

Quality, Risk & Control:

• Provide day-to-day guidance and a strong quality and control layer to minimize rework, errors and compliance risk

• Strengthen governance routines and proactively flag execution risks arising from scale or complexity

Skills and Experience

• Experience in operations, business operations, business management, governance, or enterprise support roles

• Demonstrated end-to-end ownership across operational processes, performance reporting and business controls

• Proven ability to manage scale, complexity and change while maintaining execution discipline

• Strong written and verbal communication skills for senior-leadership engagement

Work experience

• The candidate must have c.12-15 years of relevant experience in a similar role

Preferred technical & functional skills

- Strong understanding of operations execution, governance and enterprise process design in complex environments

• Ability to translate business requirements into scalable execution models, controls and routines

• Experience across headcount, utilization, performance metrics, dashboards and insight generation

• Working knowledge of automation, workflow optimization and GenAI-enabled efficiency use cases within operations

• Comfort working across financial, people, compliance and operational data

• Advanced proficiency in MS Excel, PowerPoint and Word; exposure to Power BI / Power Automate or similar tools is an advantage

Key behavioral attributes/requirements

• Strong execution ownership mindset with comfort operating in ambiguity and scale

• Ability to balance strategic context with hands-on operational depth and end-to-end ownership

• High stakeholder maturity with the ability to manage complex, high-volume interactions

• Structured, outcome-driven problem solver with strong judgement

• Ability to guide and influence across teams without formal authority

• High standards of integrity, discretion and accountability