Location: Bangalore Office
Company: TerraTern Pvt Ltd
Employment Type: Full Time
About TerraTern
TerraTern is one of the fastest-growing start-ups in the immigration and VISA process domain, guiding clients through seamless relocation journeys with personalized visa assistance, job search support, and resources across 50+ countries. Our focus on client satisfaction drives transparent, reliable immigration processes.
Job Overview
The Head of Operations will lead and strategize all operational functions for TerraTern's visa, job assistance, customer success, and partnerships teams. This senior role drives process optimization, team excellence, strategic growth, and compliance to scale operations efficiently.
Key Responsibilities
- Strategic Leadership: Develop and execute long-term operational strategies aligned with business goals; oversee end-to-end customer journey from onboarding to fulfillment.
- Team Management: Lead, mentor, and build high-performing teams; conduct performance reviews, foster talent development, and ensure accountability for KPIs.
- Process Optimization: Audit and redesign workflows using AI tools (e.g., Zapier, n8n, Make, RPA) to eliminate manual tasks, cut turnaround times, and achieve SLAs.
- Visa & Job Operations: Ensure compliant, accurate visa processing and job placements; refine candidate agreements and support high-volume scaling.
- Partnerships & Onboarding: Spearhead NSDC and employer partnerships (blue-collar/healthcare); establish connections and onboard partners..
- Customer Excellence: Manage escalations, drive CSAT/NPS improvements, and implement feedback loops for service enhancement.
- Business Growth: Create scalable growth plans, monitor KPIs (e.g., resolution time, filing accuracy), report to leadership, and ensure regulatory compliance.
Key Performance Indicators (KPIs)
- Visa filing accuracy/timeliness.
- Industry standard CSAT/NPS
- On-time escalation resolution
- Team metrics: 100% SLA adherence.
Eligibility & Qualifications
- You must have 10-12 years in operations leadership, with mandatory experience in either the Ed-Tech or Immigration industry.
- Ideally, you've built something from 0-1 before and thrive in the start-up chaos of creating systems from scratch.
- Bachelor's/MBA in Business/related field.
- Proven track record of scaling operations in fast-paced environments.
Required Skills
- Strategic vision and execution.
- Advanced leadership and change management.
- Expertise in automation/AI tools and compliance.
- Strong analytics, communication, and stakeholder management.
Why Join TerraTern
- Impact global lives through mobility solutions.
- Ownership in a dynamic, entrepreneurial culture.
- Continuous learning on immigration trends.
Skills: leadership,csat,strategic leadership,strategic planning,team management,management,business growth,customer excellence,operations,process optimization,partnerships,compliance
