Designation; Director of Business Operations
Location: Mumbai/ Delhi NCR
Department: Business Operations
Reports To: COO
Employment Type: Full-Time
Position Overview
As the of Business Operations, you will play a pivotal leadership role in driving the company's growth, profitability, and operational excellence. Working closely with the COO, you will oversee strategic planning, financial management, customer acquisition and retention, and cross-functional project execution. This role is responsible for ensuring strong financial performance, operational efficiency, and the successful expansion and diversification of the company's offerings. In addition, you will lead high-impact corporate initiatives and support the ongoing development and success of the sales and support teams.
Key Responsibilities
Business Goals
- Revenue Growth & P&L Oversight
- Own the company's revenue growth targets and manage the operational P&L to ensure financial health and profitability.
- Optimize budgets, control expenses, and identify cost-saving opportunities.
- Improve DSO
- Streamline the accounts receivable process to reduce DSO.
- Ensure timely collections and efficient payment cycles.
- Business Development & Opportunity Identification
- Drive strategies for new customer acquisition along with the Operations heads and Business development head.
- Expand revenue streams within the existing customer base and explore diversification opportunities.
- Achieve Revenue Targets
- Develop and implement strategies to meet and exceed aspirational revenue goals.
- Commercial Management & Bid Oversight
- Lead the commercial aspects of business deals, ensuring alignment with internal governance (RACI matrix).
- Enhance bid success rates, with a strong focus on tender management.
Operational Goals
- Operational Leadership
- Own overall operational excellence of the company and ensure seamless service delivery.
- Set and implement strategic operational goals aligned with the company's mission.
- Customer Retention
- Ensure high customer satisfaction and zero attrition through superior service standards.
- Regularly engage with customers to strengthen relationships and understand evolving needs.
- Service Line Expansion & Geographic Growth
- Identify and develop new service offerings and explore opportunities for geographic expansion.
- Responsible for the delivery of the sales team in acquiring new customers and logos.
- Cross-functional Support & Coordination
- Directly manage key support functions including IR, Compliance, EHS, Admin and others.
- Promote collaboration and synergy across support functions such as HR, payroll, billing, and administration.
Organizational Goals
- Technology & Innovation
- Champion digital transformation and lead technology-driven initiatives to keep the company at the forefront of innovation.
- Cross-Selling & Group Collaboration
- Lead cross-selling efforts across different business units and subsidiaries, maximizing internal synergies and collaborative opportunities.
- Organizational Development
- Identify organizational improvement areas and lead strategic initiatives to enhance efficiency and productivity.
- Partner with HR to design and implement talent development and people improvement programs.
Qualifications
Bachelor's/Master's degree
- 15+ years experience in facilities management, with proven leadership across different operations and business development
- Demonstrated ability to manage large, cross-functional teams and drive strategic initiatives along strong financial acumen
- Strong understanding of customer lifecycle management, sales strategy, and operational execution.
- Adept at identifying growth opportunities and driving change across an organization
Key Skills & Competencies:
Strategic Planning Aligning operational goals with business objectives
Financial Acumen Budgeting, forecasting, and cost control
Operational Efficiency Streamlining processes and maximizing resource use
Team Leadership Managing cross-functional teams and driving performance
Customer centric approach Ensuring high levels of customer satisfaction
Regulatory Compliance Ensuring adherence to safety, environmental, and labor regulations
Technology Integration Leveraging FM tech (e.g., CAFM, CMMS) to optimize operations
Risk Management Identifying and mitigating operational risks
Change Management Driving organizational change and process improvements
Key Performance Indicators (KPIs):
Sales & Revenue Target Achievement 100% attainment of annual revenue and sales goals
Operational Excellence SLA adherence, service delivery quality, and operational uptime
New Logo Acquisition
Existing Customer Mining Revenue growth from upselling/cross-selling to existing customers
Overdue Collections Reduction in overdue receivables and aging analysis improvements
Reduction in DSO Improvement in cash flow through in time collections
Customer Satisfaction - Nil Customer loss through excellence in service delivery
People Retention & Employee engagement
Technology Integration Implementation and adoption rate of FM tech solutions
Cost Optimization
