Manager - Deal Desk

Operations & Service Delivery

• Lead day-to-day operations and ensure achievement of SLAs, KPIs, productivity, quality, and turnaround time targets.
• Monitor operational dashboards and drive timely resolution of performance issues.
• Establish effective governance frameworks and operational review mechanisms.
• Ensure business continuity, risk mitigation, and compliance with process controls and SOPs.

People Leadership

• Manage and develop teams comprising Assistant Managers, Team Leaders, SMEs, Analysts, and Senior Analysts.
• Set performance goals and conduct regular coaching, feedback, and development discussions.
• Drive workforce planning, resource optimization, talent development, and employee engagement.
• Build succession pipelines and a high-performance culture.

Performance & Governance

• Own operational scorecards and performance dashboards.
• Analyze productivity, quality, capacity, and utilization trends.
• Conduct root-cause analysis and implement corrective action plans.
• Track and report operational performance through governance reviews.

Stakeholder Management

• Serve as the primary point of contact for business and global stakeholders.
• Manage escalations and ensure timely issue resolution.
• Translate business requirements into operational priorities and execution plans.
• Build strong partnerships across functions and geographies.

Process Excellence & Transformation

• Lead process optimization, standardization, and continuous improvement initiatives.
• Apply Lean, Six Sigma, and operational excellence methodologies.
• Drive cost reduction, efficiency gains, and improved customer experience.
• Maintain process documentation, controls, and knowledge management frameworks.

Automation & Digital Transformation

• Identify automation opportunities and implement digital solutions.
• Collaborate with technology and transformation teams on RPA, AI, analytics, and workflow initiatives.
• Drive GenAI adoption to enhance productivity and employee experience.
• Measure and communicate business benefits delivered through automation programs.

Financial & Risk Management

• Manage operational budgets and productivity metrics.
• Support workforce planning, cost optimization, and business case development.
• Ensure adherence to quality standards, risk frameworks, and compliance requirements.
• Support internal and external audits and maintain governance controls.

GCC Growth & Strategic Development

• Support migration and transition of global processes into the GCC.
• Contribute to scaling operations, capability building, and establishment of Centers of Excellence.
• Assist in developing future operating models that enable growth, standardization, and transformation.

• 12-15+ years of experience in Operations Management, Service Delivery, Deal Desk Management, Project Management, or Commercial Real Estate Operations.
• Proven people leadership experience managing large teams of 50-75+ FTEs.
• Strong expertise in stakeholder management, performance management, process improvement, and change management.
• Experience working with global stakeholders in GCC, Shared Services, GBS, BPO, or Captive Operations environments.
• Proficiency in MS Excel, PowerPoint, Power BI/Tableau, ERP/CRM platforms, workflow tools, and automation technologies.
• Strong understanding of automation, RPA, GenAI, process mining, data analytics, and intelligent automation solutions.
• Excellent communication, problem-solving, decision-making, and strategic thinking skills.
• Lean Six Sigma, PMP, Agile/Scrum, Change Management, or related certifications preferred.
• MBA/PGDM or equivalent advanced qualification preferred.