Director - Operations

Designation; Director of Business Operations

Location: Mumbai/ Delhi NCR

Department: Business Operations

Reports To: COO

Employment Type: Full-Time

Position Overview

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