Description:

We are building a high-growth, multi-vertical operations and comparison platform business and are looking for a Senior Program Manager to lead the Energy vertical. This is a leadership role with full ownership of business operations, P&L, process design, quality, compliance, and cross-functional execution for the energy business.

This is a hands-on leadership role, not a pure people management or strategy role. The selected candidate will be responsible for building processes from scratch, managing operations end-to-end, and driving revenue and operational performance for the vertical.

Key Responsibilities:

Vertical Ownership & P&L Management:

- Own end-to-end P&L for the Energy vertical.

- Drive revenue, profitability, and business growth for the vertical.

- Work closely with contact centre teams to improve sales performance, conversions, and revenue generation.

- Monitor business performance, identify gaps, and implement corrective actions.

- Track key metrics such as conversions, approvals, rejections, quality, and turnaround times.

- Work with retail and service partners to improve performance, plan offerings, and customer outcomes.

Process Design & SOP Development:

- Map the entire operational workflow for the energy business from lead generation to final activation.

- Create Standard Operating Procedures (SOPs) from scratch for all operational processes.

- Establish process documentation, workflows, audit checkpoints, and escalation frameworks.

- Continuously improve and update SOPs to improve efficiency, quality, and scalability.

- Ensure processes are followed across operations, quality, and sales teams.

Contact Centre Collaboration & Sales Operations:

- Work closely with contact centre teams aligned to the energy vertical.

- Provide guidance on sales scripts, processes, and plan updates.

- Analyse agent performance and conversion data.

- Identify training needs and operational improvements to improve sales performance.

- Ensure smooth coordination between operations and contact centre teams.

Quality & Compliance Management:

- Own quality and compliance processes for all submissions and sales.

- Work closely with the Quality Manager to ensure quality checks are performed properly.

- Ensure adherence to regulatory and compliance requirements.

- Define quality frameworks, audit processes, and risk control mechanisms.

- Ensure proper separation between audit identification, actioning, and closure processes.

Technology & Product Collaboration:

- Work with technology and product teams on system improvements, automation, and API integrations.

- Define business requirements for system changes and product enhancements.

- Support implementation of automation, dashboards, CRM changes, and operational tools.

- Understand technology integrations and operational requirements for platform improvements.

Team Leadership:

- Build and manage a team supporting the energy vertical.

- Direct reports may include:

- Quality Manager

- Operations Specialist

- Data Analyst

- Provide direction, performance management, and team development.

- Build a culture of accountability, process discipline, and data-driven decision making.

- Team size may grow to 4045 people over time.

Eligibility Criteria:

Mandatory Requirements

- MBA from a premier institution.

- 5 to 7 years of experience in operations, program management, business operations, or P&L roles.

- Demonstrated P&L ownership or revenue responsibility.

- Experience in operations management, process building, or program management.

- Strong cross-functional stakeholder management (technology, product, finance, compliance, operations).

- Must be hands-on and comfortable building processes from scratch.