Job Description: Business Head - Business Operations - SURAT

Location: Surat, Gujarat

Designation: Business Head - Business Operations

Industry: Gems & Jewellery

Department: Business Operations, Sales & Business Development

Employment Type: Full-Time, Permanent

Team Size: 400+ Employees Base

Role Overview:

Organization is seeking an experienced and result-oriented Business Head to lead its Surat operations, with end-to-end responsibility for business performance, operational excellence, sales, business development, financial management, and people leadership.

The position requires a seasoned business leader capable of managing a large workforce of 400+ employees across multiple functions while driving sustainable revenue growth, profitability, productivity, and customer satisfaction.

The incumbent will be responsible for translating business strategy into execution, strengthening relationships with key stakeholders across the diamond and jewellery ecosystem, identifying new business opportunities, and ensuring efficient, high-quality service delivery. The role requires a strong balance of strategic thinking, commercial acumen, operational discipline, and hands-on leadership.

Key Responsibilities:

1. Business Leadership & Strategic Management:

- Lead the overall business operations of the Surat business, ensuring alignment with organizational objectives and growth priorities.

- Develop and execute annual business plans, operating strategies, budgets, and performance improvement initiatives.

- Drive business growth, profitability, productivity, and operational efficiency through effective planning and execution.

- Establish business KPIs, performance benchmarks, and review mechanisms to ensure accountability across functions.

- Identify opportunities for business expansion, service enhancement, and competitive differentiation.

- Work closely with senior management to implement strategic initiatives and achieve long-term business objectives.

2. Operations Management & Operational Excellence:

- Oversee end-to-end operational activities, ensuring efficient workflows, optimal capacity utilization, and consistent service delivery.

- Lead cross-functional teams to improve operational productivity, process efficiency, and turnaround time (TAT).

- Establish and monitor operational KPIs related to quality, productivity, service delivery, and resource utilization.

- Identify process bottlenecks and implement continuous improvement initiatives to enhance operational performance.

- Ensure adherence to established operating procedures, quality standards, internal controls, and applicable compliance requirements.

- Drive a culture of operational discipline, process standardization, accountability, and continuous improvement.

3. Sales & Revenue Management:

- Develop and implement B2B sales strategies to achieve revenue targets and strengthen the organizations market position.

- Build and maintain relationships with diamond manufacturers, jewellery manufacturers, retailers, exporters, traders, and other industry stakeholders.

- Drive customer acquisition, account development, customer retention, and revenue growth across relevant business segments.

- Strengthen key account management and develop long-term relationships with strategic customers.

- Monitor market trends, customer requirements, competitor activities, and business performance to identify growth opportunities.

- Establish sales targets, track performance, and implement corrective actions to achieve business objectives.

4. Business Development & Market Expansion:

- Identify new business opportunities within the diamond, gems, jewellery, and allied industries.

- Develop strategic partnerships and strengthen relationships with key industry participants, trade associations, and institutional customers.

- Drive market penetration, customer engagement, and expansion of the customer base across relevant segments.

- Identify emerging business opportunities and recommend initiatives to expand services and revenue streams.

- Represent the organization at industry forums, exhibitions, trade events, and strategic business meetings.

- Collaborate with senior management to evaluate and implement new business initiatives and growth strategies.

5. Large-Scale Team Leadership & People Management:

- Provide leadership to a workforce of 400+ employees across operational, commercial, and support functions.

- Lead and develop functional heads, managers, supervisors, and team leaders to ensure effective execution.

- Establish clear performance expectations, accountability frameworks, and employee productivity metrics.

- Drive employee engagement, capability development, succession planning, and retention initiatives.

- Ensure effective manpower planning, resource allocation, and workforce utilization.

- Foster a performance-driven culture focused on collaboration, ownership, service quality, and continuous improvement.

- Strengthen communication and coordination across departments to achieve common business goals.

6. Financial Management, Budgeting & Profitability:

- Drive business performance in line with agreed revenue, expenditure, and profitability objectives.

- Prepare and manage operating budgets, forecasts, and financial performance reviews.

- Monitor revenue, operating costs, productivity, and budget variances, implementing corrective actions where required.

- Identify cost optimization opportunities without compromising quality, compliance, or customer experience.

- Improve resource utilization and operational efficiency to enhance overall business performance.

- Provide timely management reports, business forecasts, and performance insights to senior leadership.

7. Customer Relationship Management & Stakeholder Engagement:

- Build strong relationships with major customers and key stakeholders across the diamond and jewellery industry.

- Ensure high levels of customer satisfaction through service quality, responsiveness, and reliable delivery.

- Manage critical customer escalations and drive timely resolution of business issues.

- Strengthen customer retention through proactive engagement, service improvement, and account development.

- Coordinate with internal stakeholders to ensure consistent customer experience and seamless service delivery.

8. Quality, Governance & Risk Management:

- Ensure adherence to company policies, standard operating procedures, quality requirements, and applicable regulatory obligations.

- Maintain effective internal controls, operational governance, and risk management practices.

- Identify operational, commercial, and people-related risks and implement appropriate mitigation measures.

- Promote a culture of integrity, confidentiality, transparency, and professional conduct.

- Ensure business continuity, operational resilience, and compliance with organizational standards.

Key Requirements:

- Experience: 10 - 15 years of relevant professional experience, including substantial leadership responsibility in business operations, sales, business development, or general management.

- Proven experience leading large-scale operations with multiple functions and a workforce of 400+ employees or a comparable organizational setup.

- Demonstrated ability to drive business performance, revenue growth, budgeting, cost optimization, and profitability.

- Strong expertise in B2B sales, key account management, customer relationship management, and strategic business development.

- Experience in improving operational productivity, service delivery, quality standards, and turnaround time.

- Proven ability to lead senior teams, manage cross-functional stakeholders, and execute strategic business initiatives.

- Strong commercial acumen, financial understanding, analytical ability, and decision-making skills.

- Excellent leadership, negotiation, communication, problem-solving, and stakeholder management capabilities.

- Ability to operate effectively in a demanding, target-driven environment while balancing growth, service quality, and cost efficiency.

Preferred Qualifications & Industry Exposure:

- MBA/PGDM in Business Administration, Operations, Marketing, or a related discipline preferred.

- Postgraduate qualifications in other relevant specializations may be considered.

- Experience in the Luxury retail market, gems and jewellery, diamond, gemological services, certification, testing, inspection, or other service-intensive B2B industries will be advantageous.

- Strong understanding of the Surat diamond and jewellery ecosystem and its customer landscape will be an added advantage.

Key Performance Indicators (KPIs):

The incumbent will be evaluated on the following parameters:

- Business Growth: Revenue achievement, year-on-year growth, and new business development.

- Profitability: Budget adherence, cost optimization, and operating performance.

- Operational Excellence: Productivity, turnaround time, capacity utilization, and process efficiency.

- Sales Performance: Customer acquisition, key account growth, and customer retention.

- Customer Experience: Customer satisfaction, service quality, and resolution of escalations.

- People Leadership: Workforce productivity, employee engagement, retention, and leadership development.

- Quality & Governance: Compliance, process adherence, risk management, and operational controls.

Role Category: Business Leadership / General Management

Functional Areas: Business Operations, Sales, Business Development, Financial Management, and People Leadership

Education: MBA/PGDM preferred; relevant postgraduate qualifications considered.