General Manager Operations

About the Role:

We are looking for a seasoned and forward-thinking General Manager to lead and manage our multi-faceted operations, with a focus on inbound and chat processes. This leadership role demands a balance of strategic vision, operational excellence, and a proven track record in team management. The ideal candidate will bring a passion for driving efficiency, innovation, and sustainable business growth.

Key Responsibilities

Operational Management

• Lead and manage the complete end-to-end operations for inbound and chat processes, ensuring high-quality service delivery and adherence to SLAs, KPIs, and customer satisfaction goals.
• Design, implement, and continuously optimize workflows to enhance operational efficiency and productivity.
• Utilize data-driven insights to monitor, analyze, and improve operational performance.
• Ensure seamless integration of technology and tools to streamline processes and drive scalability.

People Management

• Build, mentor, and inspire a high-performing team of managers and associates, fostering a culture of accountability, collaboration, and innovation.
• Develop strategies to attract, retain, and upskill top talent while ensuring high levels of employee engagement.
• Actively address team challenges and implement solutions to enhance morale and productivity.

Profit and Loss (P&L) Management

• Own and drive profitability for the business unit, managing budgets and optimizing resource allocation to meet financial objectives.
• Conduct financial analysis to identify cost-saving opportunities and areas for revenue growth.
• Align operational strategies with financial goals to achieve both short-term and long-term business targets.

Strategic Leadership

• Serve as a visionary leader, contributing to organizational strategy and long-term business planning.
• Leverage industry trends, market insights, and customer feedback to foster innovation and maintain a competitive edge.
• Build and nurture strong relationships with key stakeholders, including clients, vendors, and cross-functional teams, to ensure alignment and business success.

Ideal Candidate Profile

• A minimum of 10 years of experience in managing large-scale operations, with a strong focus on inbound and chat processes.
• Proven expertise in operational excellence, people leadership, and P&L management.
• Demonstrated ability to navigate complex challenges, drive process improvements, and implement innovative solutions.
• Exceptional interpersonal, communication, and stakeholder management skills.
• Strategic thinker with a customer-centric approach and the ability to execute plans effectively in a fast-paced environment.

Interested candidate must share profile to manas.malhotra@denave.com or call/whatsapp @ 8826904969.