General Manager - Operations - IIT/NIT

Operational Strategy & Execution :

- Define and execute operational strategies to drive efficiency, scalability, service quality, and cost optimisation across business operations.

- Translate business objectives into structured operating plans with clear ownership, governance, and measurable outcomes.

Leadership & Team Management :

Lead, mentor, and scale multi-layered operations teams including central operations, field leadership, and partner/vendor networks.

- Build a high-ownership, performance-driven culture with strong accountability and collaboration.

Service Quality & Process Excellence :

- Design and implement SOPs, quality frameworks, audits, and continuous improvement mechanisms to meet client SLAs and service standards.

- Drive root-cause analysis and corrective action planning to improve execution reliability.

Client Experience & Stakeholder Management :

- Own client satisfaction by proactively managing escalations, strengthening communication, and ensuring consistent service delivery.

- Act as the primary operational interface between clients, service providers, and internal stakeholders.

Resource Planning & Deployment :

- Plan and optimize workforce deployment, vendor capacity, territory coverage, and operational infrastructure to meet business demand.

- Oversee onboarding, performance management, and productivity of service providers and partners.

Financial & Cost Ownership :

Own operational budgets, P&L, track expenses, and identify cost-efficiency and productivity improvement opportunities.

Improve unit economics without compromising service quality.

- Performance Management & Analytics :

Define, monitor, and report key operational KPIs covering productivity, quality, turnaround time, cost, and client satisfaction.

- Use data-driven insights to guide decisions and scale best practices.

Risk, Compliance & Governance :

- Identify operational risks and implement mitigation strategies to ensure business continuity.

- Ensure compliance with applicable regulatory, legal, and industry standards.

- Process Documentation & Enablement :

- Build and maintain detailed process documentation, SOPs, and playbooks for operations, field execution, and partner onboarding.

DESIRED EXPERIENCE : 7 Years - 10 Years

FUNCTION : Project Management

DESIRED SKILLS :

- Graduation from Tier 1 Institutions (IITs/NITs) preferred.

- 7-10 years of proven experience in B2B operations, field operations (on-ground workforce deployment, territory management, vendor onboarding, service fulfillment, quality audits), vendor management, and gig workforce operations, with strong negotiation and decision-making skills.

- Excellent analytical, problem-solving, and communication abilities.

- Strong leadership skills with experience managing diverse and distributed teams, including on-ground workforce and partner networks.

- Proficient in Microsoft Office Suite and familiar with marketplace management and field operations tools.

- Ability to multitask, adapt, and perform effectively under pressure in a dynamic and fast paced business environment.