Chief Operating Officer - BPM Firm

Position: Chief Operating Officer (COO)

Reporting To (Design): CEO

About us:

We are HumanCap, a Global Leadership Advisory and Executive Search firm. We have a history of working with Fortune 100 companies in the world and some big names who are giant unicorns as well as emerging startups that are on the verge of becoming the top player in their fields.

We believe in quality and assessments in order to present the top resources to our clients and eventually help them to grow bigger and better

Company Overview:

Our company is a leading Business Process Management (BPM) firm specializing in Healthcare, Environment & Health Safety, and Content Management & Publishing services. With a workforce of 1,100+ employees, we cater to small-to-mid sized customers primarily located in the US and Western Europe. Our commitment to excellence, innovation, and client satisfaction has positioned us as a trusted partner in delivering high-quality outsourcing solutions.

Position Overview:

As the Chief Operating Officer (COO), you will play a pivotal role in overseeing the operational functions of our BPM company. Reporting directly to the CEO, you will be responsible for optimizing operational efficiency, driving growth, and ensuring seamless delivery of services across all business verticals. This role requires a dynamic leader with a proven track record in managing large-scale operations within the BPM industry.

Key responsibilities include:

- Operational Leadership: Provide strategic direction and leadership to the operational teams across Healthcare, Environment & Health Safety, and Content Management verticals.

- Process Optimization: Identify opportunities for process improvement and implement efficient workflows to enhance productivity and quality of services.

Client Relationship Management:

- Collaborate with client-facing teams to understand customer needs, address concerns, and ensure exceptional service delivery, fostering long-term partnerships.

- Manage a portfolio of high-value accounts, ensuring client satisfaction, and driving revenue growth through upselling and cross-selling opportunities.

- Financial Management: Work closely with the finance department to develop and manage budgets, forecast financial performance, and optimize resource allocation to maximize profitability.

- Performance Monitoring: Establish KPIs and metrics to evaluate operational performance, monitor key indicators, and implement corrective actions as necessary to achieve targets.

- Compliance and Quality Assurance: Ensure compliance with industry regulations, client requirements, and quality standards, implementing rigorous quality assurance processes to maintain service excellence.

- Team Development: Nurture a culture of continuous learning and development within the operational teams, providing mentorship, coaching, and training to foster professional growth and talent retention.

- Strategic Planning: Contribute to the development and execution of company-wide strategic initiatives, aligning operational objectives with overall business goals.

- Risk Management: Identify potential risks including cybersecurity and implement risk mitigation strategies to safeguard business operations and minimize disruptions.

- Stakeholder Engagement: Liaise with internal stakeholders, including senior management, department heads, and cross-functional teams, to drive collaboration and alignment towards shared objectives, besides Liaoning with external stakeholders like vendor agencies, certifying agencies, society etc.

Required Qualifications & Skills:

- Bachelor's degree in Business Administration, Management, or related field. MBA or equivalent advanced degree preferred.

- Proven experience in senior leadership roles (minimum 8-10 years) within the BPM industry, with a focus on operational management and business development. Overall, worked in IT / BPM / KPO for last 10-20 years.

- Strong understanding of BPM operations, including process optimization, client management, proven track record in key account management and quality assurance.

- Excellent leadership skills with the ability to inspire and motivate teams, drive performance, and foster a collaborative work environment.

- Exceptional strategic planning and problem-solving abilities, with a track record of driving business growth and profitability.

- Demonstrated proficiency in financial management, budgeting, and resource allocation. 7. Excellent communication and interpersonal skills, with the ability to effectively engage with internal and external stakeholders at all levels.

- Strong analytical mindset with the ability to leverage data and metrics to drive informed decision-making.

- Proven track record of driving operational excellence, continuous process improvement initiatives (Six Sigma certification), and organizational transformation.

- Proven track record of mitigating risks that could impact the organization's operations and performance.

- Ability to thrive in a fast-paced, dynamic environment and adapt to changing business needs with readiness to travel 24X7.

Why join us?

- Opportunity to lead the operational functions of a reputable BPM company serving diverse industries and geographies.

- Competitive compensation package with performance-based incentives and opportunities for career advancement.

- Dynamic and collaborative work culture that values innovation, integrity, and excellence.

- Chance to make a meaningful impact by driving operational efficiency, client satisfaction, and business growth.

If you are a results-driven leader with a passion for operational excellence and strategic innovation, we invite you to join our team as the Chief Operating Officer and contribute to our continued success in delivering exceptional outsourcing solutions to our clients worldwide.

Job Location: Chandigarh (strongly preferred)