Assistant Vice President - Partner Operations

Operational Leadership • Own end-to-end delivery of back-office operations across multiple processes/functions • Ensure adherence to SLAs, KPIs, and regulatory/compliance requirements • Drive operational stability, risk mitigation, and issue resolution • Lead capacity planning, workforce optimization, and productivity improvement initiatives Process Excellence & Transformation • Identify opportunities for process re-engineering, automation, and digitization • Lead Lean, Six Sigma, and continuous improvement initiatives to reduce cost and errors • Partner with technology, analytics, and transformation teams to scale solutions • Deliver measurable benefits such as FTE savings, cycle time reduction, and defect reduction Stakeholder & Client Management • Act as the primary escalation point for senior internal and external stakeholders • Present performance insights, risks, and improvement plans to leadership and clients • Translate business requirements into operational execution plans • Build strong cross‑functional partnerships (IT, Risk, Compliance, HR, Finance) People & Capability Management • Lead, coach, and develop senior managers and operations leaders • Build high‑performing, customer‑centric teams with strong governance and accountability • Drive engagement, talent development, succession planning, and attrition management • Foster a culture of ownership, discipline, and continuous improvement Governance, Risk & Compliance • Ensure compliance with regulatory, audit, and internal control requirements • Own operational risk management, including incident management and remediation • Support internal/external audits and implement corrective actions • Ensure data privacy, information security, and business continuity adherence Key Metrics & Outcomes • SLA and KPI achievement (Productivity, Quality, TAT, Accuracy) • Cost optimization and efficiency gains (FTE savings, automation benefits) • Reduction in customer complaints, rework, and operational risk events • Employee engagement, leadership strength, and talent retention • Successful delivery of transformation and change initiatives Develop & implement business plans in alignment with partnership strategies, business goals, & market trends that supports company's growth & expansion objectives. Anchor communication & collaboration between internal teams & external partners to ensure alignment & successful execution of partnership initiatives. Measure the success of partnerships by periodically reporting to the senior management on partnership performance, challenges, & opportunities. Lead successful execution of partnership contracts & agreements ensuring compliance with company's policy & compliance. Identify & mitigate risks associated with onboarding, content, & contracts by ensuring compliance with Legal, ISG, Finance & Marketing groups. Keep abreast with market trends & developments to identify new opportunities & risks, & use the insights to readjust partnership goals. Graduate