Operations & Process Excellence Lead - eCommerce Accommodation Firm

Our client is an exciting tech startup improving the living experience of millennials in India, via an online marketplace and long-stay co-living accommodations. The company is pioneering the concept of Co-Living spaces in India with its offering of managed apartments and villas with top-notch amenities at affordable price points. Idea is to bring in superior living experience to the millennials, by leveraging technology for seamless user interactions and property management. It aims to provide high quality, hassle free co-living accommodations for young working professionals and university students in India, a problem which has been an underserved need for long.

As the Operations and Process Excellence Lead, it will be your duty to make sure that the company is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of customers and clients. The other key responsibilities will include:

1. Oversee day-to- day operations

2. Determine customer service operational strategies by conducting needs

3. Assessments, performance reviews, capacity planning, and cost/benefit analyses

4. Set up Standard Operating Processes and Quality Control Processes

5. Define SLAs, TATs, and service quality expectations from the team

6. Put in place key metrics to track, and weekly and monthly reports

7. Maintain an environment with an open communication culture

8. Planning and controlling change.

9. Research new technologies and alternative methods of efficiency.

10. Set and review budgets and managing cost.

11. Recruit, train, supervise and appraise human resources

12. Cater to clients or personnel's concerns

13. Contribute towards the achievement of company's strategic and operational objectives

Candidate Profile:

1. Go-getter attitude, entrepreneurial mindset & work ethics

2. People management skills

3. Understands & has experience in BPO or start up operations management

4. Excellent communication skills

5. Graduate from IIT and/or Post Graduate from IIM/ISB or Ops experience with a well-funded/known start-up or consulting background (McK/BCG/Bain only)

6. High level of analytical and problem-solving skills

7. Attitude to work in a start-up setting