Head - Operations - BPO/ITeS

Operations Head

Operations Head to lead business operations for PG services. The position is responsible for the overall leadership of the PG operations providing strategic and tactical operational direction to the team in order to achieve desired business goals and to ensure merchant delight.

Team Management:

- Supervise, mentor, and motivate team members to ensure their performance objectives are met.

- Conduct regular performance evaluations, provide feedback, and identify areas for improvement.

- Facilitate training and development programs to enhance the team's skills and knowledge.

- Ensure appropriate staffing levels are maintained to meet operational requirements.

- Handle recruitment, onboarding, and training of new team members

Operations Oversight:

- Oversee all aspects of the Listing, Account Management, and Customer Success processes.

- Set targets, monitor progress, and take corrective actions to ensure targets achievement.

- Implement process improvements to optimize efficiency and customer satisfaction.

- Maintain a high standard of service delivery, adhering to company policies and quality guidelines.

- Defining KPIs, tracking them and communicating them to the team and management

Productivity Management:

- Track and analyze productivity metrics, identifying opportunities for improvement.

- Implement strategies to enhance productivity while maintaining service quality.

- Foster a culture of continuous improvement and innovation within the team.

Cross-Functional Collaboration:

- Collaborate with other departments, such as Sales and Marketing, to align operational strategies with overall business goals.

- Identifying automation and process improvement opportunities and collaborating with Product on the same

- Identify opportunities for cross-selling and upselling wedding services to enhance revenue.

Skills & Qualification:

- Proven experience in operations management, with a 10 years of experience and minimum of 5 years in a similar role

- Strong leadership and people management skills, with experience in leading teams of 40+ members, including Team Leaders, Managers

- Excellent communication and interpersonal skills to effectively liaise with internal teams and customers

- Analytical and problem-solving capabilities to identify operational inefficiencies and implement solutions.

- Demonstrated ability to set and achieve performance targets and improve overall process efficiency.

- Proficiency in using productivity and performance tracking tools/software

- Flexibility and adaptability to thrive in a dynamic and fast-paced work environment.

- Knowledge of the wedding services industry, customer relationship management, and account management will be advantageous