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Chief Operating Officer

3 months ago

India Merito Full time
Job Description
Our client is the industry-leading provider of AI Assisted Conversational messaging solutions.

They help Professionals and Institutes such as Doctor, Lawyers and Hospitals and Education Institutes drive consumer experience over text messaging channels like SMS/Whatsapp in their Enquiry management and Customer support processes.

As a forward-thinking global company, it continues to innovate and develop cutting-edge technologies like Conversational AI, Chatbots, and Omnichannel solutions that redefine how businesses digitally communicate with their customers.

They integrate with Top CRMs like Salesforce, Zoho, Hubspot among others to drive engagement in key moments, and have acquired 5000 customers across SMB's and Mid-market (from small Professional Doctors and lawyers to large global staffing companies and large insurance companies).

They are looking for a dynamic and experienced Chief Operating Officer (COO) to join their fast-growing and pioneer conversational platform co.

As the COO, you will be a key member of the executive leadership team, responsible for overseeing and optimizing our operational and strategic functions.

You will play a pivotal role in driving the company's growth, profitability, and operational efficiency.

Key Responsibilities:

Strategic Leadership:

Provide leadership and direction in achieving the company's short-term and long-term operating goals to ensure we uphold our commitment to provide exceptional services to our customers.


Operational Excellence:
a. Continuously improve operational processes and systems to enhance efficiency, scalability, and customer experience. b. Ensure operational excellence through collaboration with external partners, service providers and vendors. c. Oversee end-to-end business operations. Establish systems, processes and best practices in the origination to optimize the customer experience.

Risk Management:
a. Develop and implement risk management strategies to ensure the company's compliance with regulatory requirements. b. Monitor and mitigate operational, financial, and compliance risks. c. Ensure compliance with relevant regulatory requirements and industry standards.

Accounting & Revenue Management:
a. Responsible for managing the Operating Budget effectively and monitoring the financial performance against the operational goals. b. Analyze financial data to identify areas for cost reduction and revenue enhancement.

Technology and Innovation:
a. Stay abreast of industry trends and emerging technologies to drive innovation in lending processes. b. Collaborate with technology teams to enhance lending platform capabilities.

Customer Success & Delight:

Champion a customer-centric approach in activating customers and retain them through high touch best in class support and service mechanism.


Reporting and Analytics:
a. Develop and maintain reporting mechanisms to provide insights into operational performance. b. Use data-driven insights to inform strategic decision-making.

Legal & Contract administration:
a.

Servicing internal businesses and controlling stakeholders in contracts, legal documents, terms, and conditions etc., should also be able to insulate the business from all risks.

b. Implement technology enabled tools and experience-based initiatives to make the contracting process automated, efficient, and effective.

Team and Culture:
a. Build and enable a high-performing team through best in class hiring, onboarding and employee engagement processes. b. Foster a culture of accountability, teamwork, and continuous improvement.

Requirements Key Parameters to qualify:

  • Startup journey has its ups and downs, this role will suit someone who can withstand pressure and keep the team motivated during ups and downs
  • Demonstrated experience of managing teams at scale to achieve targets
  • Result oriented and accountable for self and team members
  • Prior experience in managing big teams and operations of considerable size
  • Master or an equivalent degree; MBAs preferred from reputed institutions
  • Preference to ex founders having operations experience, 10+ years operations experience in microfinance operations
  • Excellent analytical and problem-solving skills
  • 50%+ time will be required to travel until regional teams are set up to fully take care of on ground operations; so, the candidate should not have traveling related constraints; basically, should be ready to do whatever it takes to build an organization Roles that will report in:
  • Customer Support & Experience
  • People & Culture
  • Revenue Accounting
  • Legal & Contracts


Location:
Pune

Work hours:
Flexible, support some US Time Zone; Monday to Friday
Requirements

  • Preference to ex founders having operations experience, 10+ years operations experience in microfinance operations
  • Demonstrated experience of managing teams at scale to achieve targets in SaaS space
  • Result oriented and accountable for self and team members
  • Prior experience in managing big teams and operations of considerable size
  • Master or an equivalent degree; MBAs preferred from reputed institutions
  • Startup journey has its ups and downs, this role will suit someone who can withstand pressure and keep the team motivated during ups and downs
  • Excellent analytical and problem-solving skills Roles that will report in:
  • Customer Support & Experience
People & Culture Revenue Accounting Legal & Contracts Work hours:
Flexible, support some US Time Zone; Monday to Friday