Head of Business Operations

Role Summary

Last Journey, an initiative by Ferns N Petals, is a pioneering end-to-end funeral management and bereavement assistance service, committed to delivering dignified, compassionate, and organized last rites solutions.

Head of Business

Key Responsibilities

1. Business Strategy & Growth

• Develop and execute the short- and long-term business strategy for Last Journey aligned with FNP Group’s larger vision.
• Identify growth opportunities through new service verticals, city expansions, and collaborations with hospitals, NGOs, and spiritual organizations.
• Drive profitability, operational efficiency, and scalability of the business.

2. Operations & Service Excellence

• Oversee all end-to-end service delivery operations ensuring dignity, empathy, and timely assistance to clients and families.
• Implement SOPs, quality standards, and process improvements across all service touchpoints.
• Collaborate with technology and logistics teams to streamline bookings, dispatch, and coordination.

3. Financial & P&L Management

• Own and manage the business P&L, budgeting, and financial forecasting.
• Drive cost optimization while maintaining superior service quality.
• Present monthly and quarterly business performance reviews to the leadership team.

4. People Leadership

• Lead and mentor cross-functional teams across sales, operations, partnerships, and customer support.
• Build a culture of empathy, accountability, and continuous improvement.
• Collaborate with HR to design performance goals, training, and incentive programs.

5. Partnerships & Alliances

• Develop strategic partnerships with hospitals, old-age homes, and local authorities.
• Identify and onboard vendors for cremation, transport, floral décor, and related services.
• Represent the brand in community outreach and CSR initiatives.

6. Brand & Customer Experience

• Work closely with FNP’s marketing and PR teams to enhance brand presence and trust.
• Ensure every service touchpoint reflects compassion, professionalism, and cultural sensitivity.
• Monitor client feedback and drive improvements in the customer experience journey.

Required Technical Skills

• Strong understanding of service operations, P&L management, and business scaling.
• Experience in strategic planning, vendor management, and B2C service delivery models.
• Working knowledge of digital platforms, CRM systems, and data-driven performance tracking.
• Proficiency in budgeting, MIS, and reporting tools.

Soft Skills

• Exceptional empathy and emotional intelligence to lead teams in a sensitive service domain.
• Strong leadership and people management abilities.
• Excellent communication and negotiation skills.
• Strategic mindset with executional agility and resilience.
• High sense of ethics, integrity, and cultural sensitivity.

Qualifications & Experience

• Graduate or Postgraduate in Business Administration / Hospitality / Operations / Social Work / Management.
• 8–12 years of total experience with at least 4–5 years in a business leadership / P&L role.
• Experience in hospitality, health & wellness, care services, logistics, emergency assistance or social impact organizations preferred.

Why Join Us?

At Last Journey, you’ll lead a purpose-driven business that blends compassion with innovation. Backed by FNP Group’s legacy of trust and service excellence, you’ll help redefine how India experiences and manages end-of-life services — with dignity, care, and professionalism.