Overview:

- In order to support the growth plans, Innoviti is looking to bring on board a Head Of Operations for the large, mid-size and small retailers. Primary focus has to be retention of revenue and prevention of competition entry into customers by strengthening customer interface, deliver world class service levels and build customer advocacy.

- Getting Innoviti terminals dispatched to regional warehouses, deployed in retail outlets and e- commerce sites across PAN India and running 24-7 support (tele-support and tech. support teams) to make sure we don't lose single transaction to competitor.

Key OKRs:

- Increase Gross Transaction Volume (GTV) per retail outlet.

- Reduce operational cost by eliminating frequent issues.

Responsibilities:

- Understand the underlying levers of Innoviti's business and the impact operations makes on those to arrive at a plan for meeting the business goals of the company.

- Develop a risk framework for the operations team and monitor and mitigate risk.

- Develop operational OKRs and targets for each and every individual in the operations team aligned with the company's OKRs.

- Hire, mentor and coach team members to independently and responsibly drive OKRs.

- Run day-to-day supply chain and customer operations including reviews, escalation management, performance management for supply chain, call centre support and tech. support.

- Reduce support cost by interacting with engg. team or hardware vendor to improve frequent software issues or hardware issues.

- Proactive communication to customer (HO and outlet level) about status of open issues to reduce their anxiety. Make sure customers stay engaged till the issues are eliminated.

- Stay active 24-7 (including week offs and holidays) to make sure team is on track for issues resolutions and target achievements.

- Travel 5 days in a month across India and meet Head of Operations of retailers to review support metrics. Improve operational processes and performance to meet expectations of customers.

- Deliver best-in-class customer experiences under the 'Serve to Sell' philosophy, with a keen focus on continually identifying opportunities for business growth and enhanced retention through innovations in people, processes, and technology.

- Ensure a hassle-free onboarding experience with effective handholding of newly acquired customers for prioritized treatment and stickiness during the first three months

- Handling operations for large retailers present PAN India to single show owners, in a thin margin competitive market.

- Expert in process improvement and data-based performance assessment.

- Experience in supply chain management, including inventory, manufacturing, and warehousing.

- Experience in F&G (Food & Grocery) retailers preferred

- Should have managed at least a state with multiple outlets if not entire India

- An enriched perspective is desirable e.g. cross-functional business exposure, Internet business exposure, etc.

- Demonstrated ability of moving deep into issues to guide team into solving them, and extracting oneself rapidly to focus on the larger picture.

- Demonstrated ability of managing tough customer interactions caused by operational lapses, and building back customer trust through redressal of those.

- Demonstrated ability of non-tolerance to ethical or performance issues in the team.

- Urgency towards business, hardwork, higher aspirations, passion towards excellence, self - management, and curiosity.

Skills:

- B.E./B.Tech/M.E./M.Tech/MBA from reputed tier 1 or tier 2 colleges only.

- Proven track record of 15+ years of running B2B operations in Retail industry in a leadership position.

- At least 5 years in a position reporting to the COO or #3 in the organization.

- A record of creation and growth of relationships with top management in large organizations would be critical.

Personality:

- The ideal person for this role would be someone who loves the challenge of an entrepreneurial environment, who has high ownership to be available 24x7 for our customers, who is able to deal with complexity and rapid change and who has large dreams to be part of interesting journey.

- The person would be self-driven, results-oriented with a positive outlook and impeccable integrity. He/she would have a track record of delivering results consistently in uncertain environments. Excellent communication skills with an ability to manage crucial conversations with senior stakeholders.

- Retail industry demands "I'll do it now instead of tomorrow" attitude. Please be prepared for interesting journey if you want to grow fast with no age barriers.