Head, Delivery and Operations

Opérations : Operations Bengaluru, India
Contract Type: Full-time


Position at Lee Hecht Harrison (Global)



Head of Operations and Delivery, India


The primary responsibilities of a Head of Operations and Delivery are to lead, manage, and grow the financial and operational processes in India.


Reporting Relationships:

     Reports to MD, India


Direct Reports:

     Operations Managers

Major Responsibilities


      Oversee overall financial management, planning, systems and controls of Operations

      Ensure accuracy, effectiveness of processes, timely resolution of discrepancies, and proactive solutions in:

  • Analysis of monthly financials
  • Forecasting
  • Budgeting
  • Variance reporting
  • Trend analysis (KPIs, caseload, incremental margin, compensation ratio, ROS)

      Contribute to ongoing improvement of operational processes and tools 

      Contribute to strategic long-term planning for India, formulate recommendations, as well as implement strategies, corporate policies and practices

      Manage and interpret the upward flow of management reports for decision-making, which influences delivery and operations



Cost Management

      Proactive expense management: monitor and ensure ongoing expense alignment with activity level

      Provide recommendations to management  as appropriate

      Proactively define, develop, and implement contingency plans to reduce expenses if needed inclusive quantification of the short and long term financial impacts


    Collaborate with Consultant(s), Certified Consultants, and Business Manager(s) to facilitate the successful delivery of programs meeting established customer and client quality standards

   Monitor utilization of Certified Consultants

   Review delivery caseloads and ensure appropriate levels are maintained

   Review candidate engagement reports to evaluate areas where process or performance improvement may be required

   Monitor all billing functions to ensure on-time revenue recognition & accruals

   Review A/R collection processes to achieve required KPI’s.  Serve as escalation point coordinating billing and payment resolutions with account managers, sales drivers and client contacts.

      Manage end to end delivery of customer referrals, including customer delivery planning, data entry, branding, engagement, customer reporting and billing

      Drive quality, best-practice operational improvements, efficiencies and innovations

      Develop and empower high performing teams, focused on customer needs, problem solving and continuous improvement, delivering a point of difference in our customer and candidate experience.



Required Experience

      Minimum of 15 years of experience in similar role 

      Broad talent leadership experience

      Bachelor’s Degree or higher preferred

      Proficient in Excel, Word, Outlook, PowerPoint

      Experienced in financial/business analysis

      Demonstrated ability to effectively manage a team

      Proven quantitative ability

      Excellent communication skills both written and verbal, which support an ability to challenge and debate issues of importance to the organization

      Organized, efficient and detail oriented

      Adaptable in working independently or on team as required

      Commitment to high professional ethical standards and a diverse workplace

      Strong comfort level in working both strategically and tactically to achieve necessary results

      Strong multi-tasking, hands on capability