Position Title: AVP/VP - Operations

Designation: Department second-in-command

Location: Mumbai. Travel, as circumstances warrant

Reporting Manager: CEO, COO & Co-Founder(s)

Replacement/ New Position: New Position

Purpose of the role :

- To provide leadership to the existing operations team to evolve our crowd funding platform into a world class experience for our fundraisers and a tool for providing intelligent insights for our internal team. Support the operations team for expansion in international markets.

Roles & Responsibilities :

- Effectively manage the team to Enhance & Ensure Customer Delight.

- Ensure his/her delivers Fast and Right Solutions to the customers given within TAT.

- Ensure all Customer Processes are to be completed within TAT.

- Effectively manage the Customer Grievances by ensuring the trigger to the appropriate authority.

- Monitor Customer Satisfaction Ratings and ensure continuous improvement.

Operations Management :

- Manage day-to-day business operations.

- Ensure timely and accurate delivery of ops and business MIS to the stakeholders.

- Designing and executing processes to improve efficiencies.

Team Management :

- Successfully handle a minimum of 150 operations teams.

- Drive and establish a strong performance culture through inspiring, motivating, and consistent Performance Management discipline.

- Strategize and develop talents within the department through Succession Planning.

- Identify Training Needs of resources on an ongoing basis.

- Enhance Retention of Talent.

- Responsible for driving the other key initiatives through the team.

Indicative KRA's :

- Seamless onboarding of new hospital, other medical providers & other alliances

- Team performance on targets

- Team management on other attributes: complaints, attrition, etc.

- Cost efficiencies achieved

- Timely & accurate reporting

- Deliver to COO, CEO & Co-Founders expectations

Key interactions :

Internal: ImpactGuru Co-Founders & their office, product development team members, operations, business development, finance, HR, legal, et al.

External: Hospitals & other medical providers (Executive Board, C-level executives & other representatives), Doctors, Campaigners & Donors (as & when circumstances warrant), ImpactGuru investors, Auditors

Professional Experiences :

- Minimum of 5 years experience in Senior Operations positions i.e. Assistant Vice President or above in India (mandatory)

- Minimum of 2 years experience in operations role for a health-tech or a fin-tech company (mandatory)

- Prior experience in a start-up environment is definite plus

- Directly reporting to CEO, Co-Founders for at least 2 years (mandatory)

- Experience of directly engaging with C-level executives of clients

Qualifications :

- MBA/Master's degree in Business Administration, Business Management, Logistics, Engineering or related management field, or equivalent practical experience. (mandatory)

Functional & Behavioral Competencies :

- Strong analytical and problem-solving skills.

- Multiple stakeholder management

- Growth mind-set

- Aggressive delivery targets-oriented mind-set

- Entrepreneurial mind-set

- Ability to deliver in high pace environment

- Excellent communication

- Dynamic personality

- Engage with C-level executives of hospitals & other partners

What do we offer?

- Attractive salary & performance-linked bonuses

- Health Insurance benefits

- An opportunity to be in leadership position of a high-growth start-up

- Fun, casual & flexible work environment

- Entrepreneurial, forward looking, growth-driven & open work culture

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