Managing Director & Head of GCC Operations & Delivery Full Time

Managing Global Banking Operations

Location: Bengaluru, India

Employment Type: Full-Time

Reporting To: Global Head of Operations, London

Overview

A leading global banking and financial services organization is seeking a seasoned leader to head its GCC Operations & Service Delivery function based in Bengaluru. The role will lead large-scale global banking operations and customer servicing teams supporting multiple international markets and business lines.

The Head of GCC Operations & Service Delivery will oversee a high-performing organization of approximately 500 associates across customer servicing, banking operations, service delivery, process excellence, and operational transformation. The role is responsible for ensuring scalable, efficient, compliant, and customer-centric operations while driving continuous improvement, digital enablement, and operational excellence.

This position requires a strong operations leader with deep experience managing large global delivery environments within banking, financial services, shared services, or BPM ecosystems.

Key Responsibilities

Global Operations & Service Delivery Leadership

• Lead and manage large-scale banking operations and customer servicing teams across multiple global markets and time zones.
• Ensure high-quality service delivery, operational efficiency, SLA adherence, and customer experience excellence across all processes.
• Build scalable operating models to support business growth, operational resilience, and evolving customer requirements.
• Drive governance, workforce planning, productivity optimization, and operational risk management across the GCC.

Customer Servicing & Experience

• Oversee customer servicing operations across banking products, transaction support, account servicing, onboarding, queries, and issue resolution.
• Improve customer experience metrics including turnaround time, first-contact resolution, quality scores, and customer satisfaction.
• Drive service excellence frameworks and establish a strong customer-centric operating culture.
• Partner with global stakeholders to strengthen service delivery effectiveness and business alignment.

Operational Excellence & Transformation

• Lead continuous improvement initiatives leveraging Lean, Six Sigma, automation, workflow optimization, and data-driven operational management.
• Drive digital transformation initiatives including intelligent automation, AI-enabled service workflows, analytics, and productivity enhancement tools.
• Identify opportunities for process simplification, cost optimization, and operational scalability.
• Build operational dashboards and KPI frameworks to enhance visibility, governance, and decision-making.

Leadership & People Management

• Lead, mentor, and develop senior operations managers and functional leaders across the organization.
• Build a high-performance culture focused on accountability, collaboration, execution excellence, and talent development.
• Strengthen succession planning, leadership capability, employee engagement, and organizational effectiveness.
• Foster a culture of continuous learning, innovation, and operational discipline.

Governance, Risk & Compliance

• Ensure adherence to banking operations standards, regulatory requirements, internal controls, audit frameworks, and risk management protocols.
• Partner with compliance, risk, technology, and business teams to maintain strong governance across operations.
• Drive operational resilience, business continuity planning, and service stability.

Key Qualifications & Experience

• 15–22 years of experience in banking operations, financial services operations, GCC leadership, shared services, or large-scale customer operations environments.
• Proven experience managing large operations teams of 300–1000+ employees within global delivery ecosystems.
• Strong expertise in customer servicing, banking operations, service delivery management, and operational transformation.
• Experience leading large-scale operational excellence and automation initiatives.
• Strong stakeholder management skills with experience partnering with global business and functional leaders.
• Exposure to digital operations, AI-enabled customer servicing, analytics, and workflow automation is highly preferred.
• Prior experience in multinational banking, BFSI GCCs, captive centers, or large BPM organizations preferred.
• Bachelor’s degree required; MBA or advanced management qualification preferred.

Leadership Impact

The Head of GCC Operations & Service Delivery plays a critical leadership role in shaping global banking operations delivery from India. The position influences operational strategy, customer servicing models, process transformation, workforce scalability, automation initiatives, and service excellence across global markets.

This role requires a leader who can combine operational rigor, customer-centricity, transformation capability, and large-scale people leadership to build a world-class banking operations organization.