Chief Operating Officer

Designation:

Role Purpose

The Chief Operating Officer (COO) will play a pivotal leadership role in driving the operational backbone of CSC e-Governance Services India Ltd., one of the largest digital service delivery ecosystems. This role offers a unique opportunity to lead pan-India operations impacting over 5 lakh Common Service Centres (CSCs), enabling last-mile digital inclusion and citizen-centric service delivery at scale.

The COO will work closely with the Managing Director, internal leadership, government stakeholders, and state teams to translate national vision into on-ground executionstrengthening governance, accelerating service expansion, leveraging technology, and ensuring operational excellence across diverse geographies. This is a mission-driven role for a leader who thrives in complexity and is passionate about nation-building through digital empowerment.

Role & responsibilities

A. Strategic & Operational Leadership

• Lead nationwide operations across all CSC State and District teams.
• Develop and implement operational strategies aligned with organizational goals.
• Ensure smooth functioning of service delivery platforms and field operations.
• Drive digital transformation, process improvements, and automation.

B. Service Delivery Management

• Oversee rollout, performance, and quality monitoring of all G2C, B2C, and G2B services.
• Develop and monitor SLAs, TATs, and KPIs across verticals and partners.
• Ensure uniformity and consistency in service execution across states.

C. State-Level Governance & Performance

• Supervise State Heads and state-level performance frameworks.
• Implement mechanisms for monitoring productivity, service penetration, and revenue generation.
• Ensure compliance with organizational policies, financial guidelines, and government directives.

D. Partner, Ministry & Stakeholder Coordination

• Coordinate with Central/State Ministries, departments, and external partners.
• Support business development initiatives and strategic partnerships for new services.
• Represent CSC in high-level review meetings, inter-ministerial discussions, and external forums.

E. Risk, Compliance & Governance

• Strengthen internal controls, fraud prevention systems, and field-level compliance.
• Oversee investigation processes for operational or financial irregularities.
• Ensure adherence to all legal, regulatory, and statutory requirements.

F. People Leadership & Capacity Building

• Lead, mentor, and strengthen state and national operations teams.
• Develop performance evaluation frameworks and capability-building programs.
• Promote a culture of accountability, ownership, and service excellence.

G. Technology & Process Optimization

• Work closely with the technology team to ensure platform stability and scalability.
• Oversee implementation of dashboards, MIS, monitoring systems, and analytics.
• Drive digital innovations that enhance accessibility, efficiency, and VLE satisfaction.

Key Deliverables / KPIs

• State-wise operational performance and service growth metrics
• VLE penetration, activation, and revenue targets
• Service uptime, SLA adherence, and quality benchmarks
• Cost optimization and operational efficiency improvements
• Compliance closure rate and audit observations resolution
• Partner satisfaction and ministry engagement outcomes

Preferred candidate profile

Skills & Competencies

• Strategic planning and execution
• Strong operational and administrative leadership
• Exceptional stakeholder management (Government & Corporate)
• Financial acumen and governance mindset
• Budgeting, cost optimization initiatives, and financial discipline.
• Data-driven decision-making, analytical thinking
• Crisis management and problem-solving
• Excellent communication and team leadership skills

Personal Attributes

• High integrity, transparency, and ethical conduct
• Charismatic, people-centric leader who inspires trust and collaboration
• Has a participative and inclusive leadership style that values diverse perspectives and collaborative decision-making
• Ability to operate in a large, complex, and diverse ecosystem
• Agility and adaptability to dynamic policy and operational environments
• Commitment to the mission of digital inclusion and citizen service delivery

Required Qualifications & Experience

• Postgraduate degree in Management / Administration / Technology / Public Policy (preferred) from a premium institute.
• 20 - 25+ years of experience in large-scale operations, service delivery, or e-governance.
• Experience in managing nationwide field operations or government service delivery preferred.
• Strong understanding of digital platforms, rural service ecosystems, and public service delivery models.