Strategy & Operations Manager

2 days ago

Gurugram Gurugram India myHQ by ANAROCK Full time

Job Description About The Role The Strategy & Operations role for Virtual Office at myHQ is a position focused on process excellence, operational efficiency, problem-solving, and business strategy execution. The role ensures seamless onboarding, documentation accuracy, customer experience, cross-functional coordination, and continuous improvement to scale the VO business sustainably. This is a high-ownership role with direct business impact. Key Responsibilities - Operations Excellence Manage end-to-end Virtual Office operations, including documentation, verification, activation, and compliance. Ensure 100% accuracy in KYC validation, agreement creation, address proof issuance, and invoicing workflows. Maintain SLAs for VO onboarding and turnaround time. - Process Management Identify gaps in existing VO processes and build scalable SOPs. Standardise workflows across city teams to ensure consistency. Drive automation opportunities with product and tech teams. - Strategy & Planning Support leadership in designing quarterly VO strategiespricing, city expansion, customer segmentation, and GTM improvements. Conduct periodic data analysis to evaluate performance, funnel health, utilisation, customer trends, and operational bottlenecks. Prepare city-level and central-level reporting dashboards. - Cross-Functional Collaboration Work closely with Sales, Finance, Customer Support, Legal, and Product to ensure a seamless customer experience. Coordinate with channel partners, property owners, and external stakeholders where required. - Customer Experience & Issue Resolution Ensure high customer satisfaction by resolving escalations with speed and accuracy. Build mechanisms to proactively identify potential customer issues. Track NPS/C-SAT and drive improvement actions. - Compliance & Documentation Ensure all VO compliances (GST, KYC, address validation, agreement formats, etc.) are strictly met. Maintain accurate, audit-ready documentation. - Continuous Improvement Conduct RCA (Root Cause Analysis) for failures, drops, and escalations. Suggest actionable solutions and track implementation outcomes. Support pilot launches for new VO initiatives.

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