Key Responsibilities
Team Leadership & Centre Operations
- Hire, onboard, and manage a team of 8–14 specialists across 4 pillars: CIO & Events, Digital & Content,
Operations & Finance, AI & IT
- Set daily, weekly, and monthly targets for each team member; conduct weekly 1:1s and monthly KPI
reviews
- Maintain the daily async stand-up reporting rhythm to Dubai HQ via Slack/Zoho Cliq
- Own the Bhubaneswar office operations — vendor contracts, facilities, IT, compliance
- Manage the CSC budget (INR); produce monthly cost-vs-budget report for Tushar
Cross-BU Delivery
- Ensure every GEC business unit receives its agreed service level from the CSC — CIO outreach, event
pipeline, lead generation, campaign execution, MIS reporting, account management
- Chair the weekly cross-pillar sync; resolve resource conflicts; prioritise based on revenue impact
- Serve as the primary escalation point for all Dubai HQ requests to the CSC team
AI & Process Governance
- Align with GEC Digital for the AI agent infrastructure (N8N + Claude API); work with the GEC Digital to
ensure all 12 agents are running, maintained, and continuously improved
- Own all CSC SOPs — create, document, and enforce standard operating procedures for every function
- Drive continuous improvement: identify manual processes that can be automated; champion the 10x
productivity mandate
Requirements
Must-Have
- 5–7 years of experience in BPO, contact centre operations, B2B marketing operations, or digital agency management
- Proven experience managing a team of 8+ people in a multi-function environment
- Experience working with international clients or remote reporting to senior leadership
- Strong command of CRM systems — Zoho CRM preferred; Salesforce acceptable
- Excellent written and spoken English — will communicate daily with Dubai HQ leadership
- Demonstrated experience with project management and SOP development
- Comfortable with technology: understands email marketing, LinkedIn outreach, VoIP telephony, basic AI/automation concepts
Strongly Preferred
- Experience in a media, events, or B2B demand generation company
- Exposure to AI automation tools or willingness to learn rapidly
- Prior experience setting up or scaling a new team or office from scratch
- MBA or equivalent post-graduate qualification
