Talent Diary
General Manager - Operations - IIT/NIT
- Compensation
- Not disclosed
- Location
- Bangalore
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- Not specified
- Posted
Skills
Nice to have
- - Graduation from Tier 1 Institutions (IITs/NITs) preferred.
- - 7-10 years of proven experience in B2B operations, field operations (on-ground workforce deployment, territory management, vendor onboarding, service fulfillment, quality audits), vendor management,
- - Excellent analytical, problem-solving, and communication abilities.
- - Strong leadership skills with experience managing diverse and distributed teams, including on-ground workforce and partner networks.
- - Proficient in Microsoft Office Suite and familiar with marketplace management and field operations tools.
- - Ability to multitask, adapt, and perform effectively under pressure in a dynamic and fast paced business environment.
Full description
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.
DESIRED EXPERIENCE : 7 Years - 10 Years