Impactguru – AVP/VP – Operations (5-8 yrs)

  • Full Time
  • Mumbai
  • Full Time
  • Mumbai

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 :

– 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.

Operations Management :

– Manage day-to-day business operations.

– Ensure timely and accurate delivery of ops 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 Needs of resources on an ongoing basis.

– Enhance Retention of Talent.

– 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 & Behavioral 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


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