Operations Development Manager

About the company

Lexitas is a high growth company. The Company is built on a belief that having strong personal relationships with our clients, and providing reliable, accurate and professional services is the driving force of our success.

Lexitas offers an array of services including local and national court reporting, medical record retrieval, process service, registered agent services and legal talent outsourcing. Our reach is truly national as well as international.

Lexitas is a MNC Company that has set up a subsidiary in Chennai, India – Lexitas India Pvt. Ltd. This Indian company will be the Lexitas Global Capability Center, helping build a world class IT development team, and over time serve as a Shared Services hub for several of the corporate functions.

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This is a Full-Time Job located in Chennai, India.

Job Summary:

Lexitas Global Shared Services (GSS) are seeking a seasoned India Offshore Service Delivery Manager/Director to lead and manage our offshore service delivery operations. The manager will play a critical role in determining the current and future strategy and execution for successfully transitioning on-shore and BPO scopes to Lexitas India. This role is also responsible for the delivery of high-quality Operations Support Services to our US Operations through our India-based teams, ensuring alignment with global standards, client expectations, and operational SLAs.

Key Responsibilities:

Team Leadership:

• Manage and mentor a team leads and their teams across multiple scopes of work across Lexitas’ Divisions including production level positions in Records, Reporting, and Process Services
• Oversee hiring, training completion, performance evaluations, and career development of support staff.
• Ensure support coverage and efficient shift scheduling to allow for seamless hand-offs between the Lexitas India and US operations.

Operational Excellence:

• Initial duties would include collaboration with GSS colleagues in Operations and Change Management to enact a smooth capability build-out and transition of all jobs from BPO providers and onshore US
• Drive consistent service delivery aligned with SLA/KPI targets both internally and as required by our US-based colleagues.
• Ensure adherence to best practices, incidents, problems, and change management processes.
• Monitor SOP adherence, issue escalation resolution timelines and meeting internal KPIs

Stakeholder Coordination:

• Act as the primary escalation point of contact for US and India stakeholders.
• Facilitate effective communication between US and India leadership and their teams.
• Lead regular service reviews, provide performance reporting and drive cross-continent governance of all operational requirements.

Process Improvement:

• Identify opportunities for automation, knowledge base enhancements, and process optimization.
• Implement tools and practices to improve service delivery
• Conduct root cause analysis for recurring issues and drive preventive measures.

Compliance & Documentation:

• Ensure documentation of processes, SOPs, and support playbooks.
• Ensure compliance with company security, privacy, and governance policies.

Required Qualifications:

• Bachelor’s degree in operations, Process Excellence, Engineering, or related field.
• 8+ years of Off-shore service delivery experience with at least 3 years in a managerial role.
• Experience working with global teams and managing offshore delivery.
• Strong understanding Off-shore/on-shore frameworks (preferably an IAOP certification).
• Excellent communication, leadership, and problem-solving skills.
• Proficiency with tools Project Management Tools (MS Project or similar).

Preferred Qualifications:

• Experience in managing transitions of transactional support service scopes from the US to India.
• Familiarity with differences in US and India culture and how to manage in both environments.
• Managing Teams in support of US client environments and time zones.

Working Hours:

• Flexible to attend and run US/India team meetings, including overlap with US morning hours.