General Manager Operations

About the Role

We are seeking an experienced and visionary General Manager to oversee our diverse and dynamic operations. This role focuses on inbound and chat processes while managing key functions like Tele Sales, Inside Sales, Lead Generation, and Demand Generation. The ideal candidate will be a strategic leader with expertise in operational excellence, people management, and financial oversight.

Key Responsibilities

Operational Excellence

• Lead and manage end-to-end operations for inbound and chat processes, ensuring seamless service delivery.
• Develop and optimize workflows to enhance efficiency, productivity, and quality standards.
• Leverage data-driven insights to monitor performance metrics, including SLAs, KPIs, and customer satisfaction.
• Integrate advanced tools and technologies to streamline processes and support business scalability.

People Leadership

• Build, mentor, and inspire a high-performing team, fostering a culture of collaboration and accountability.
• Design strategies to attract, engage, and retain top talent, ensuring continuous learning and professional development.
• Proactively address challenges to drive employee satisfaction and morale.

P&L Management

• Take ownership of the business units profitability, managing budgets effectively and optimizing resources.
• Conduct financial analyses to identify cost-saving opportunities and revenue growth areas.
• Align operational strategies with financial goals to deliver sustainable business results.

Strategic Vision

• Shape the long-term direction of the business, aligning operations with the organization’s strategic objectives.
• Leverage market trends, customer insights, and innovation to drive competitive advantage.
• Collaborate with stakeholders across functions to ensure alignment and success.

Ideal Candidate Profile

• Experience: 10+ years managing large-scale operations, particularly in inbound and chat processes.
• Leadership: Proven track record of leading high-performing teams and driving employee engagement.
• Financial Acumen: Expertise in P&L management, budget planning, and cost optimization.
• Problem Solving: Strong skills in addressing complex challenges and implementing innovative solutions.
• Customer-Centric: Deep understanding of customer experience and quality standards.
• Skills: Excellent interpersonal, communication, and stakeholder management abilities.

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