GCC (Global Command Center) Operations Lead


Role : GCC (Global Command Center) Group Operations Leader (Geo Lead)

Location : Mumbai/Kolkata

Experience : 12+ Years is must




Accountable for the end to end 24×7 GCC Operations/Delivery of a specific region or regions ensuring the services are provided to an appropriate quality to meet contractual obligations and that targets are met for all accounts in scope for that region/s.




  • Accountable for GCC deliverables and KPI’s for the region
  • Accountable for stakeholder management with region specific ODM’s, RODM’s and regional L3 leads.
  • Accountable for meeting SLA’s and ensuring that there are no penalties due to GCC misses at a regional level
  • Accountable for achieving region specific Productivity Savings targets by means of levers such as automation, PPM and other service line initiatives
  • Accountable for maintaining region specific pyramid to ensure that GCC meets it’s budgeted cost.
  • Accountable for tracking of any risks or issues at a regional or account level for GCC and escalating if required until closure.
  • Accountable for ensuring that the Resource Raw Data is accurate
  • Accountable for reporting operational and delivery statistics for the region on a daily, weekly, fortnightly and monthly basis.
  • Accountable for management of escalations
  • Ensuring compliance to quality of region specific delivery and meeting Delivery Excellence and Lean KPIs
  • Responsible for Responding to RFP’s  and involved with Pre-sales and Solutions team
  • Participate in transition activities, as needed, to ensure that service is not impacted while transitioning any function
  • Responsible for showcasing IMOC capabilities to existing and prospective clients




  • Responsible for Attrition, talent and people management of approximately 150-175 people.
  • Ensure high quality review management, effective performance management, Job rotation , retention and R&R
  • Ensure that resources are meeting their training and up skilling targets
  • Help achieve at a regional level KPI’s set by the organization in the areas of Diversity, pyramid optimization and attrition.


General Responsibilities :


  • Actively manages the stakeholders including ODM’s, RODMs, other regional tower leads etc.;
  • Drive continuous improvement through entire operations at region level
  • Coordination with support functions like HR, RMG, and Finance etc.
  • Manage escalations, incident management on platforms aligned with region process
  • Collaborate with Region and Tower leadership on improvement initiatives and standards
  • Review and governance of the account operations through Daily, Weekly and monthly meetings.
  • Leadership reporting in Delivery reviews (weekly / monthly) to GCC and Regional leadership




  • Focus on quality of service delivery
  • Ability to multi-task and prioritize efforts in a dynamic environment
  • Awareness of technology and how to leverage same
  • A good understanding of Financials
  • Situational leadership – ability to adapt in the interest of business and client
  • Strong analytical abilities, with attention to detail
  • Demonstrate decision making and problem solving skills
  • Excellent stakeholder engagement and communication skills
  • People Management Skills – Should be able to coach and mentor team members
  • Engagement Management Level 1 certification will be an added advantage





Posted on:

December 2, 2019

Experience level:

Sr Hires

Education level:

Bachelor's degree or equivalent

Contract type:





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