Work Location:

Chennai, Ambattur (Only in office, No Remote or hybrid)

Role Overview:

We are looking for a Business Head - Gateway Services to own the overall P&L, revenue growth, sales, operations, customer experience and profitability of the business.

The ideal candidate will have experience managing large-scale Sales and Operations teams and a proven track record of handling significant business revenue.

The role requires a strong combination of business acumen, strategic thinking, analytical ability, customer orientation, consultative selling and execution excellence.

Key Responsibilities:

Business & P&L:

- Own the complete business P&L, revenue, margins and profitability.

- Develop and execute business growth strategies.

- Drive revenue growth, productivity and cost optimization.

- Own forecasting, budgeting and business planning.

- Present business performance and growth plans to senior management.

Operations Leadership:

- Lead a large Operations team.

- Own service delivery, SLA, TAT, productivity and quality.

- Improve processes and operational efficiency.

- Reduce errors, refunds and escalations.

- Build scalable SOPs and operating mechanisms.

- Ensure Sales, Operations, Marketing, Product & Technology teams work as one integrated business unit.

Customer Experience:

- Build a strong customer-first culture.

- Understand customer needs, pain points and buying behavior.

- Improve CSAT, NPS and retention.

- Use customer feedback to improve processes and business outcomes.

- Ensure teams focus on solving customer problems rather than simply selling.

Strategy & Analytics:

- Identify new growth and revenue opportunities.

- Use data to drive business decisions.

- Track conversion, revenue, productivity, customer and profitability metrics.

- Build effective dashboards and business reviews.

- Identify gaps and translate insights into clear action plans.

Cross-Functional Leadership:

Work closely with Marketing, Product, Technology, Finance, HR, Customer Excellence, Admin.

- Partner with Marketing on lead quality, campaigns and revenue growth.

- Work with Product & Technology on automation, CRM and customer experience.

- Partner with Finance on P&L, pricing and profitability.

- Work with HR on organization, hiring, performance and leadership development.

- Collaborate with Customer Excellence to improve customer experience and retention.

- Drive strong alignment and execution across all support functions.

Key Success Metrics:

- Business: Revenue Growth, P&L, Profitability, Margins.

- Sales: Conversion, Revenue, Productivity, Cross-sell, Upsell.

- Operations: SLA, TAT, Productivity, Quality, Cost Efficiency.

- Customer: CSAT, NPS, Retention, Complaints.

- People: Productivity, Attrition, Engagement, Leadership Development.

Ideal Candidate:

They should be able to connect Strategy, People, Process, Technology, Customer, Revenue, and Profitability, and move seamlessly between strategic planning and hands-on execution.

Leadership Mindset:

Own the number. Understand the customer. Build the team. Fix the process. Use technology. Execute relentlessly.