ImpactGuru - Senior Vice President - Operations (15-20 yrs)

Urgent opening for Sr. VP - Operations with Impact Guru.

Job Title: Senior Vice President - Operations

Location: Mumbai, India

Department: Operations

Reports To: Co-Founder

Job Summary:

ImpactGuru.com is seeking a highly experienced and strategic Senior Vice President of Operations to oversee all operational functions, enhance customer service, drive revenue growth, and manage P&L responsibilities. This role will focus on building a high-performing team, optimizing operational processes, and delivering exceptional customer experience. The ideal candidate has extensive experience in large-scale customer service operations, a track record of driving results, and is adept at leading large teams, particularly in outbound and agent management.

Key Responsibilities:

1. Customer Service Operations:

- Develop and implement a comprehensive customer service strategy to enhance the overall customer experience.

- Ensure all customer interactions meet high standards of service quality, responsiveness, and satisfaction.

- Monitor key customer service metrics, including response time, resolution time, customer satisfaction (CSAT), and Net Promoter Score (NPS).

- Collaborate with cross-functional teams to improve the customer journey, resolve pain points, and implement feedback mechanisms.

2. Operational Excellence:

- Oversee all aspects of daily operations, ensuring efficiency, accuracy, and a smooth workflow across departments.

- Develop and implement process improvements that streamline operations, reduce costs, and improve productivity.

- Ensure robust quality assurance and compliance mechanisms to maintain high standards in service delivery.

- Leverage technology, data analytics, and automation to optimize processes and enable data-driven decision-making.

3. Team Leadership and Development:

- Build, lead, and develop a high-performing operations team, including customer service agents, outbound agents, and team leads.

- Set performance expectations, monitor productivity, and ensure team accountability for achieving objectives.

- Implement training and development programs to build skills and enhance team performance.

- Foster a culture of collaboration, accountability, and continuous improvement within the operations team.

4. Revenue Growth and Cost Management:

- Collaborate with the leadership team to align operational strategies with revenue growth objectives.

- Identify opportunities to optimize revenue streams, improve profitability, and enhance cost-efficiency within the operations function.

- Manage budgets effectively, focusing on reducing operational costs without compromising quality.

- Drive the outbound team to optimize lead generation, conversion rates, and maximize revenue potential.

5. P&L Management:

- Take full ownership of the P&L for the operations division, setting and achieving financial goals.

- Monitor expenses, identify cost-saving initiatives, and implement strategies to improve the bottom line.

- Regularly review financial reports and operational metrics to ensure alignment with budgetary goals.

- Collaborate with finance and executive teams to develop annual budgets, forecasts, and financial strategies for operations.

- Oversee the outbound team, setting KPIs and targets for lead generation, conversion.

6. Outbound and Agent Management:

- Oversee the outbound team, setting KPIs and targets for lead generation, conversion, and customer outreach efforts.

- Manage a large team of agents, ensuring they meet performance standards and follow best practices in customer interactions.

- Design and implement incentives and reward programs for agents to drive motivation, productivity, and retention.

- Utilize workforce management tools to optimize agent scheduling, reduce wait times, and improve service coverage.

7. Stakeholder and Cross-Functional Collaboration:

- Work closely with marketing, product, technology, finance, and HR teams to align operational activities with business objectives.

- Regularly report on operational performance, P&L metrics, customer service outcomes, and strategic initiatives to the executive team.

- Establish strong partnerships with key stakeholders to support growth, innovation, and alignment with ImpactGuru's mission.

Key Performance Indicators (KPIs):

- Customer Service Metrics: CSAT, NPS, First-Call Resolution (FCR), Average Handle Time (AHT)

- Revenue Metrics: Outbound conversion rates, lead-to-conversion ratios, revenue contribution from outbound activities

- Operational Efficiency: Cost-per-contact, operational cost savings, process improvement impact.

- Financial Metrics: P&L management, budget adherence, cost-efficiency ratios

- Team Performance: Agent productivity, team retention, training effectiveness

- Quality and Compliance: Adherence to regulatory standards, quality audit scores, compliance with industry standards.

Qualifications:

- Education: Bachelor's degree in Business Administration, Operations Management, or a related field; an MBA or advanced degree is preferred.

- Minimum 15 years of experience in operations management, with at least 5

Experience:

- Minimum 12 years of experience in operations management, with at least 5 years in a senior leadership role within customer service or a similar operational field.

- Demonstrated success in managing large outbound teams, customer service agents, and driving results in a fast-paced environment.

- Industry Knowledge: Experience in the fintech, healthtech, or e-commerce sectors is a plus.

- Technical Skills: Proficiency in CRM tools, customer service software, workforce management, and data analytics platforms.

- Leadership Skills: Strong ability to lead, inspire, and develop large teams; skilled in setting and achieving ambitious targets.

- Analytical Skills: Expertise in data analysis, operational metrics, and cost management.

- Communication: Excellent communication and interpersonal skills for effective stakeholder engagement at all levels.