Head - Operations

Brief:

- Our client is looking for a Head of Operations to oversee Collections, Customer Support, Fraud, L&D and Excellence functions.

- Responsibilities include team build & performance, CX, employee happiness, and driving non-linear scale with automation and excellence.

- If you enjoy leading teams and solving problems in a hyper-growth environment, balancing long-term strategy with tactical initiatives, we'd love to meet you. Ultimately, you'll ensure all operations run smoothly as we scale rapidly and ..

Responsibilities:

- Formulate and execute operations strategy collaborating with management & stakeholders

- Own ops goals of non-linear scale and customer retention; and implement KPIs, metrics, policies and processes to align with overall strategy

- Drive cross-function alignment for resources and support required to achieve Ops KPIs and goals

- Evaluate operational risks and business risks that impact operations to define and implement strategies and measures

- Own and execute the AOP to optimize costs and efficiency while supporting growth, securing internal investments required

- Report on operational performance to the executive team and stakeholders and drive improvement initiatives and projects

- Build and manage contracts and relations with customers, partners and other stakeholders

- Manage daily operations with required cadence and direction to teams to drive execution rigour and outcomes

- Manage outsource partner KPIs and ensure they deliver desired CX

- Mentor and motivate teams to achieve productivity and engagement

- Ensure compliance and adherence to all org policies and applicable laws (e.g. data protection, labour, etc)

Requirements:

- Proven experience as Head of Operations, Operations Director or similar leadership role

- Experience leading large teams and solving for scale with automation in fast-growing/start ups

- Deep understanding/expertise and experience of operating and managing in-house and outsourcing partners.

- Highly energetic individual with ability to prioritise and work in a dynamic environment, and motivate teams to stretch and deliver as needed

- Outstanding communication and negotiation skills

- Excellent organizational and leadership ability

- Hustler - analytical, data driven, product/tech first approach to solve problems

- Good knowledge of data analytics and reporting

- Strong with numbers and financial planning

- Familiarity with all business functions including HR, finance, supply chain and IT

- Strong business understanding to develop and implement Risk and CX strategies (for collections, fraud and support)

- B.E or equiavalent degree from a tier 1 college; MBA in operations and excellence certifications will be an advantage