100+
The GM will provide strong leadership, drive operational excellence, maintain high-quality service delivery, and serve as a key liaison between internal teams and North American stakeholders.
Key Responsibilities
Performance Management & Operational Oversight
Lead and supervise performance and operational efficiency
across multiple departments, ensuring every team follows set processes and achieves expected outcomes.Develop, track, and manage KPIs, SLAs, and operational metrics
to measure productivity, accuracy, timeliness, and overall service quality.- Build and maintain
performance dashboards and reporting mechanisms
to ensure clear visibility into daily, weekly, and monthly performance outcomes. Continuously monitor department-wise performance
, analyzing trends in productivity, attendance, time tracking, and workflow efficiency.- Conduct
weekly and monthly performance review initiatives
, scheduling structured review meetings with team managers and department heads. Create and implement governance models
to standardize how teams operate, ensuring consistency, accountability, and compliance across all functions.Develop, update, and enforce SOPs
(Standard Operating Procedures) to streamline processes, minimize errors, and improve execution standards across departments.- Identify gaps in operations and initiate
process improvement strategies
to increase efficiency, reduce turnaround times, and improve SLA adherence.
Reporting & Analytics
- Design, maintain, and enhance
weekly, monthly, and quarterly performance dashboards
, integrating data from multiple systems and departments. - Conduct
deep analytics
of departmental performance, staffing utilization, workforce planning, output quality, and operational bottlenecks. - Gather and consolidate reports from all department heads into
one structured, executive-ready presentation
. - Prepare and deliver
executive-level performance reports, insights, and presentations
for leadership review. - Provide data-backed recommendations for operational improvements, workforce planning, and performance enhancement.
- Analyse trends to predict future needs, identify risks, and guide leadership in strategic decision-making.
Cross-Department Coordination
- Provide strategic oversight and hands-on involvement across multiple departments:
- Finance
- IT
- HR & Recruitment
- Dispatch
- Work Order Data Processing / Back-office Operations
Client & Executive Interaction
- Serve as the
primary point of escalation
for performance-related discussions between clients and internal management. - Interact regularly with
CEO, VP, Directors, and senior leadership
, presenting updates, raising concerns, and sharing insights. - Lead structured
performance update meetings
with upper management and external client stakeholders. - Provide clear, action-oriented recommendations to optimize processes, improve service quality, and strengthen client confidence.
- Translate client expectations into operational plans and ensure consistent delivery within agreed SLAs.
Change Management & Continuous Improvement
- Identify
structural inefficiencies, recurring issues, and gaps
in the current operational setup. - Develop comprehensive
improvement plans
and ensure their execution by coordinating across multiple teams. - Standardize workflows, performance practices, and reporting models to create uniformity across all departments.
- Lead
performance improvement and corrective action plans
, ensuring teams follow through with measurable improvements. - Train, coach, and mentor team leads and department heads to strengthen leadership capabilities and improve team performance.
- Ensure change management initiatives are executed smoothly, with clear communication and measurable results.
Required Experience
5+ years of similar experience
in operations management, PMO, business performance, BPO, or shared services.- Regularly interact with CEOs, VPs, Directors, and senior operational leadership.
Overall Experience required 10+ years
- Strong background in
logistics, transportation, freight, dispatch, warehousing, supply chain
or Shipping line
is highly preferred. - Mandatory experience in
BPO or outsourcing operations
. - Proven experience working closely with
executive-level leadership (CEO, VP, Director)
on operational updates, performance reviews, and strategic planning. - Demonstrated ability in
data-driven performance management
, operational analysis, and process optimization.
Technical & Professional Skills
- Advanced skills in
Microsoft Excel
(pivot tables, dashboards, advanced formulas, data validation, automation). - Strong expertise in
PowerPoint
and the ability to create professional, executive-level presentations. - Experience working with
data visualization and dashboard tools
such as Power BI, Tableau, or similar platforms. - Excellent command of
written and spoken English
to interact confidently with leadership and clients. - Strong leadership presence with the ability to
enforce performance standards, challenge teams
, and drive accountability. - Experience in
workflow mapping, SLA monitoring, and performance metric design
. - Understanding of Indian Compliances, liasoning with govt officials,
Leads organizational change by identifying inefficiencies, streamlining processes, driving performance improvements, and training teams for continuous growth.
- Act as the senior point of contact for performance escalation between the client and internal leadership.
- Regularly interact with CEOs, VPs, Directors, and senior operational leadership.
- Lead structured update meetings with upper management and client stakeholders.
- Provide recommendations and action plans to improve operational efficiency.
Personal Attributes
- Highly
organized, structured, and methodical
in managing tasks and priorities. - Confident communicator and presenter, comfortable engaging with senior leadership.
- Analytical mindset with a sharp eye for detail and accuracy.
- Ability to manage
multiple responsibilities and deadlines
simultaneously. - Comfortable conducting
direct, honest, and sometimes difficult conversations
to ensure performance alignment.
Educational Qualifications
MBA
(Operations / General Management preferred) OR Postgraduate degree in Management / Commerce / Business Analytics
- Additional certifications in
Operations Management, Business Analytics, Lean, Six Sigma, PMO, or Supply Chain
are an added advantage.
Employment Details
Full-time, senior-level position
with leadership responsibility across multiple operational departments.- Salary bracket
20 Lacs-24 lacs
depends upon candidate - Comfortable working the night shift from
7:00 PM to 4:00 AM Indian time IST (8:30 AM to 5:30 PM EST),
Monday to Friday
, from the Gurgaon office. Willing to adjust timings as required based on project deadlines and business needs. - Should be available on Saturday Sunday for the discussion meetings with management.
- Flexible to work on Indian holidays, with compensation, while observing the official Canadian holiday calendar
Office-based role
requiring daily coordination, supervision, and cross-functional interaction with all internal teams.Competitive compensation and benefits
aligned with industry and market standards.- Opportunity to work closely with
executive leadership (CEO/VP/Directors)
and influence company-wide operational strategies. - Exposure to
North American clients
, providing international operational and communication experience. - Growth-oriented environment with opportunities to
lead new initiatives, build processes, and shape organizational performance frameworks
. - Stable, long-term role with responsibility for
driving performance, governance, and operational excellence
. - Access to company resources, tools, and professional development support for continuous learning.
- Role requires a strong
on-the-floor presence
, active engagement with team managers, and direct oversight of performance execution.
