• Lead, coach, and develop Operations Team Leads to deliver consistent, high-quality performance • Own end-to-end service delivery, ensuring SLA compliance, service quality, and client satisfaction • Drive capacity planning, forecasting accuracy, and resource utilization across Service Operations • Improve operational efficiency through cycle time reduction, throughput improvement, and standardization • Design and implement organizational and process improvement initiatives to support scale • Monitor, analyze, and act on service KPIs aligned to the Master Service Operations KPI framework • Partner cross-functionally to maintain interdepartmental SLAs and seamless client experiences • Ensure clear documentation, knowledge sharing, and audit-ready service processes