The COO role is a key member of the senior management team, reporting to the Chief Executive Officer (CEO). The goal of the COO position is to secure the functionality of the various businesses within the Organisation & to drive extensive and sustainable growth.

Work Experience

20-25 years- experience in

- Experience in handling large teams of Operations, SCM, and call centers.

- Business Processes for different service delivery model (COCO, FOCO, FOFO).

- Product technical knowledge in IT hardware / Mobile / other related domains.

- Planning, budgeting, Analytical and cost management experience.

- Strong Techno-Savvy

Educational Level:- Post Graduate Degree / MBA from Tier 1 | Tier 2 Business School.

Deliverable

- Oversee the Service Delivery operations & Products Business of the Organisation with P&L accountability.

- Designing and implementing Business Operations Strategy.

- Overall Responsible for seamless functioning of Products, Service delivery, SCM, QMS and ICMC functions.

- Ensure Customer delight & Wow experience across all touch points.

- Providing effective and inspirational leadership to enable Top Line Growth and Profitability for the Business.

- Vision to scale up the current business to 3x - 4x levels.

Key Responsibilities :

Strategic:

- Design and implement business strategies, plans, and procedures for various Business.

- Set comprehensive goals for performance and growth.

- Highly Techno-savvy and a vision to envisage scalability through latest Technology platforms.

- Develop strong market awareness to generate ideas for future activities; maintain up to date information of the marketplace, competitors, and trends.

- Identify Service Partners / Franchisee Development to scale up business.

- analyzing and Implement a user-friendly Business Architecture tool with the knowledge the Technology to automate various functions within the Organisation.

Operations:

- Capacity planning, center Infra planning & requirements.

- Building Efficiency/enhance productivity across the delivery function.

- Drive Products, Service delivery as per agreed KPI (Internal / Brands) / Annual Plan.

- Ensure the delivery of operational KPIs and profitability plan across lines of Businesses.

- Defining Performance Metrics across various processes.

- Monitoring and Controlling direct and indirect expenses.

- Responsible for best-in-class Service Delivery offerings through effective resource planning, deployment and field management.

Process Audit & Compliance

- Create and implement a robust policy to manage the supply chain.

- Improve on (project) Profitability by continuous improvement on the process.

- Audit & Process review and action plan with internal/external partners.

- Process certification (e.g. ISO)

- Development of Customer satisfaction through deployment and monitoring of the processes including CSAT surveys.

Customer

- Overall create the WoW experience for all customer touch points.

- Identify innovative ways to develop customer experience - Moments of truth-.

- Escalation Management from the customer.

Brand Management:

- Agreement signoff / Negotiate/renewal discussion with Brands.

- Escalation Management from Brand.

- Monthly reviews with Brand owners.

- Maintaining cordial relationship with Brands/Partners/vendors.

People

- Identify, grow and retain talent.

- Identify key skills for current and future needs.

- Build talent to support expansion and growth plans.

- Leading and motivating Teams - internal as well as external service providers.

- Develop a plan to retain and promote high-potential/key staff. Succession planning.

- Lead employees to encourage maximum performance and dedication.

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