Head - Operations Management - Insurance/Telecom - IIT/BITS/NIT/IIM/ISB

Head Operations Management

The Role : Head Operations Management

Job Purpose :

Given the exponential growth plan for, there is an increasing need for focussed efforts driving business excellence in our processes. There is a strong requirement of building scalable business processes, use of third-party With its ambitious growth trajectory would like to bring on board a highly focussed and matured professionally who can spearhead Operations function.

- At this critical time, alongside the scalability of our business, it's imperative that we create and sustain the business excellence through our processes, hence, we expect the incumbent of Operations Head role to bring in similar experiences of scale or complexity of handling business processes and excellence.

- The topmost priority of this role will be to design & implement key business processes and their monitoring mechanisms, implementation of continuous improvement & lean initiatives using Six Sigma & Kaizen methodologies.

- The team will also be responsible for creating frameworks and measuring its effectiveness in Partner Management and Sourcing functions.

Candidate Profile :

- Strong experience in managing Ground Operations and delivering business excellence through processes in large organizations.

- Exposure of Six Sigma, Kaizen, Lean initiatives.

- Experience in handling shared services across multiple verticals/ geographies

- High Service Excellence and execution capabilities

- Exposure to EHS/ Safety processes.

- Passion for quality and experience of achieving customer satisfaction through quality.

Qualification :

- BE+ MBA from a premier institute. 12-16 years of relevant experience in a reputed organization. Six Sigma Certification will be an added advantage.

Preferred Industry : E Commerce, BPO (shared services), Telecom (Customer operations), Retail operations

Job Details :

Head Operations role would broadly be responsible for the following 5 areas:

1. Cost Management : optimizing the cost of running operations

- By designing and implementing key business processes and their monitoring mechanisms.

- By implementing continuous improvement & Lean initiatives using Six Sigma & Kaizen methodologies

2. Partner and Consumer Experience :

- Design and implement frameworks for acquiring high-quality partners using partner assessments, and performance dashboard.

- Create best in class Partner and Consumer experience through high service standards and product rollouts supporting partner transaction.

- Responsible for providing on-call support to partners on their day to day queries and resolving them through various touch points ( inbound and outbound)

3. Process Excellence, Quality & Compliance: implement frameworks for quality and process audits and building a DNA of Quality across the organization

4. Safety : Build Safety first organization for all initiatives and compliances

5. People & Culture : build a high-performance culture in the team