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
Didn’t find the job appropriate? Report this Job