General Manager - Operations

General Manager - Operations

Primary Responsibilities

- Operational Strategy & Execution : Define and execute operational strategies to drive efficiency, scalability, service quality, and cost optimisation across business operations.Translate business objectives into structured operating plans with clear ownership, governance, and measurable outcomes.

- Leadership & Team Management : Lead, mentor, and scale multi-layered operations teams including central operations, field leadership, and partner/vendor networks. Build a high-ownership, performance-driven culture with strong accountability and collaboration.

- Service Quality & Process Excellence : Design and implement SOPs, quality frameworks, audits, and continuous improvement mechanisms to meet client SLAs and service standards. Drive root-cause analysis and corrective action planning to improve execution reliability.

- Client Experience & Stakeholder Management : Own client satisfaction by proactively managing escalations, strengthening communication, and ensuring consistent service delivery. Act as the primary operational interface between clients, service providers, and internal stakeholders.

- Resource Planning & Deployment: Plan and optimize workforce deployment, vendor capacity, territory coverage, and operational infrastructure to meet business demand. Oversee onboarding, performance management, and productivity of service providers and partners.

- Financial & Cost Ownership: Own operational budgets, P&L , track expenses, and identify cost-efficiency and productivity improvement opportunities. Improve unit economics without compromising service quality.

- Performance Management & Analytics: Define, monitor, and report key operational KPIs covering productivity, quality, turnaround time, cost, and client satisfaction. Use data-driven insights to guide decisions and scale best practices.

- Risk, Compliance & Governance :Identify operational risks and implement mitigation strategies to ensure business continuity. Ensure compliance with applicable regulatory, legal, and industry standards.

- Process Documentation & Enablement : Build and maintain detailed process documentation, SOPs, and playbooks for operations, field execution, and partner onboarding.