Vice President - Business Operations
Responsibilities
- Lead and oversee end-to-end business operations, ensuring efficient delivery across Operations, Technology, and Customer Support teams.
- Own and manage the Profit & Loss (P&L) of the business unit, ensuring revenue growth, cost optimisation, and sustainable profitability.
- Drive operational excellence by ensuring adherence to SLAs, TAT, quality benchmarks, and service delivery standards.
- Build and scale operational processes, systems, and automation frameworks to support rapid organisational growth.
- Define and monitor key business KPIs such as productivity, utilization, delivery quality, revenue performance, and client satisfaction metrics.
- Lead customer success and client experience functions, improving CSAT, NPS, and long-term client retention.
- Translate company growth strategy into operational capacity planning, workforce planning, and execution roadmap.
- Identify operational inefficiencies and implement data-driven improvements to enhance performance and scalability.
- Manage and develop mid-level leaders and managers across multiple functions, building strong second-line leadership.
- Collaborate with Sales, Product, Technology, and Customer Success teams to align operational delivery with strategic business goals.
Requirements
- Strong P&L Management experience with accountability for revenue growth and cost control.
- Prior leadership experience in SaaS, IT Services, or Technical Product-based companies.
- Proven experience in scaling operations and building high-performance teams.
- Expertise in operations management and service delivery leadership.
- Strong data-driven decision-making and KPI management capabilities.
- Experience managing large cross-functional teams (100+ employees).
- Ability to build scalable operational frameworks and process automation.
- Strong stakeholder management and executive communication skills.
- Exposure to international clients or global business operations.
- Ability to thrive in fast-paced, high-growth startup or scale-up environments.
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