Senior Director Operations

Premier Inn Hotels LLC (UAE); Ahmedabad District; On-site; INR 2,500,000 - 3,200,000; Full time

Job summary

Premier Inn Hotels LLC (UAE) is seeking a Senior Director of Operations to lead the India Shared Service Center, driving operational excellence and scalable processes. The role collaborates with the Managing Director to execute SSC strategy and oversees the operational leadership team.

The Senior Director will ensure standardized execution, capacity planning, quality management, and cross-functional governance across functions, while coaching leaders and reporting to SSC executives.

Qualifications

• Experience leading large-scale shared services, BPO, or financial ops.
• Strong background in governance, KPIs, and process improvement.
• Ability to lead multi-layer leadership and cross-functional teams.

Responsibilities

• Lead day-to-day operational performance across SSC service lines.
• Oversee Directors for US and International Operations and ensure SLAs.
• Establish and monitor operational KPIs, capacity, and quality standards.
• Partner with HR/Finance on workforce planning and resource allocation.
• Develop standardized operating procedures and governance.
• Drive continuous improvement and automation opportunities.
• Coach and develop operational leaders and drive accountability.
• Prepare executive dashboards and performance updates.

Skills

Leadership

Stakeholder management

Operational excellence

Workforce planning

Performance management

Cross-cultural

Job description

Ahmadabad City, India | Posted on 08/21/2026

The SeniorDirector, Operations is responsible for leading operational excellence acrossthe India Shared Service Center (SSC), ensuring consistent, high-qualityservice delivery across all functions. This role oversees the SSC operatingmodel, workforce planning, performance management, quality, and continuousimprovement while partnering closely with the Managing Director to execute theSSC strategy.

The SeniorDirector leads the operational leadership team and ensures standardizedexecution, scalable processes, and operational discipline across theorganization.

KeyResponsibilities:

• Operational Excellence: Lead day-to-day operational performance across all SSC servicelines, ensuring consistent execution, productivity, and service quality.
• Service Delivery Leadership: Oversee the Directors responsible for US and InternationalOperations, ensuring delivery against established service levels and businessobjectives.
• Performance Management: Establish and monitor operational KPIs, productivity metrics,quality standards, and capacity utilization across the SSC.
• Workforce Planning: Partner with HR, Finance, and operational leaders on workforceplanning, organizational capacity, hiring priorities, and resource allocation.
• Operating Model & Governance: Develop and institutionalize standardized operatingprocedures, service delivery governance, escalation processes, andcross-functional operating rhythms.
• Continuous Improvement: Drive process optimization, workflow standardization, automationopportunities, and operational best practices across all functions.
• Leadership & Coaching: Lead, coach, and develop operational leaders while fosteringaccountability, collaboration, and operational excellence.
• Executive Reporting: Prepare operational reporting, executive dashboards, capacityanalysis, and performance updates for SSC leadership.

Requirements

• Minimum 10+ years of experienceleading large-scale shared services, BPO, or financial operations; at least 5years leading multiple operational functions.
• Demonstrated experience managinglarge operational teams through multiple layers of leadership.
• Strong background in operationalexcellence, workforce planning, service delivery, quality management, andprocess improvement.
• Experience implementing scalableoperating models and performance management frameworks.
• Excellent leadership,communication, stakeholder management, and organizational development skills.
• Experience working withinmultinational or cross-cultural organizations preferred.