AVP/VP - Operations

JOB DESCRIPTION

Position

Position Title: AVP/VP – Operations

Designation: Department second-in-command

Location: Mumbai. Travel, as circumstances warrant

Reporting Manager: CEO, COO & Co-Founder(s)

Replacement/ New Position: New Position

Purpose of the role

To provide leadership to the existing operations team to evolve our crowd funding platform into a world class experience for our fundraisers and a tool for providing intelligent insights for our internal team. Support the operations team for expansion in international markets.

Roles & Responsibilities

Responsibilities:

• Effectively manage the team to Enhance & Ensure Customer Delight.

• Ensure his/her delivers Fast and Right Solutions to the customers given within TAT.

• Ensure all Customer Processes are to be completed within TAT.

• Effectively manage the Customer Grievances by ensuring the trigger to the appropriate authority.

• Monitor Customer Satisfaction Ratings and ensure continuous improvement.

OperationsManagement-

• Manage day-to-day businessoperations.

• Ensure timely and accurate deliveryofops and business MIS to the stakeholders.

• Designing and executing processes to improve efficiencies.

Team Management

• Successfully handle a minimum of 150 operations teams.

• Drive and establish a strong performance culture through inspiring, motivating, and consistent Performance Management discipline.

• Strategize and develop talents within the department through Succession Planning.

• Identify Training Needsofresources on an ongoing basis.

• Enhance RetentionofTalent.

• Responsible for driving the other key initiatives through the team.

Indicative KRA’s

• Seamless onboarding of new hospital, other medical providers & other alliances

• Team performance on targets

• Team management on other attributes: complaints, attrition, etc.

• Cost efficiencies achieved

• Timely & accurate reporting

• Deliver to COO, CEO & Co-Founders expectations

Key interactions

• Internal: ImpactGuru Co-Founders & their office, product development team members, operations, business development, finance, HR, legal, et al.

• External: Hospitals & other medical providers (Executive Board, C-level executives & other representatives), Doctors, Campaigners & Donors (as & when circumstances warrant), ImpactGuru investors, Auditors

Professional Experiences

• Minimum of 5 years’ experience in Senior Operations positions i.e. Assistant Vice President or above in India (mandatory)

• Minimum of 2 years’ experience in operations role for a health-tech or a fin-tech company (mandatory)

• Prior experience in a start-up environment is definite plus

• Directly reporting to CEO, Co-Founders for at least 2 years (mandatory)

• Experience of directly engaging with C-level executives of clients

Qualifications

• MBA/Master’s degree in Business Administration, Business Management, Logistics, Engineering or related management field, or equivalent practical experience. (mandatory)

Functional & Behavioural Competencies

• Strong analytical and problem-solving skills.

• Multiple stakeholder management

• Growth mind-set

• Aggressive delivery targets-oriented mind-set

• Entrepreneurial mind-set

• Ability to deliver in high pace environment

• Excellent communication

• Dynamic personality

• Engage with C-level executives of hospitals & other partners

What do we offer?

• Attractive salary & performance-linked bonuses

• Health Insurance benefits

• An opportunity to be in leadership position of a high-growth start-up

• Fun, casual & flexible work environment

• Entrepreneurial, forward looking, growth-driven & open work culture