Director of Operations (Post-Sales Ecosystem)

Location: Bengaluru
Experience: 10–15 Years

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About the Role

We are seeking a Director of Operations (Post-Sales Ecosystem) to serve as the primary strategic deputy to the VP. In this high-visibility role, you will fully own operational and financial outcomes rather than just managing tasks. You will streamline day-to-day operations, institutionalize rigorous governance, and aggressively drive expansion metrics and revenue realization. By commanding the core post-sales lifecycle, you will enable the VP to focus on macro-growth and new product lines.

This role is built for a proactive, process-oriented leader who views operational excellence as the ultimate engine for sustained revenue growth.

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What You Will Do

1. Revenue Protection, Expansion & Growth

• Data Penetration: Own the primary KPI of 100% employee data uploads across the portfolio to maximize platform disbursal potential.
• STU Transition: Strategically drive user migration from Earned Wage Access (EWA) to broader Salary Transfer Unit (STU) financial products.
• Commercial Upsell & Referrals: Proactively identify product expansion opportunities within the existing enterprise base and leverage client relationships to generate high-quality B2B acquisition leads.
• Zero Churn: Architect and execute a bulletproof client retention strategy ensuring 100% account stability.

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2. Operational Mastery & Detail-Oriented Governance

• SLA & TAT Excellence: Direct and mentor functional leads (Ops, CS) to achieve 100% SLA adherence across all Business-As-Usual (BAU) activities, drastically improving Turnaround Times (TAT) and CSAT.
• Final Escalation Gatekeeper: Serve as the final internal anchor for high-priority client escalations, instilling a "Zero-Downtime" mindset across teams.
• Process Institutionalization: Review every granular operational detail to turn ambiguous, chaotic problems into highly repeatable, scalable systems.

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3. Revenue Assurance & Commercial Discipline

• The Collections Cycle: Take ultimate, unyielding accountability for the entire end-to-end Collections cycle (Statement → DFS → Debit Note → Realization).
• DSO Management: Enforce a disciplined, aggressive 15-day payment realization cycle and minimize aging debt.
• Margin Optimization: Audit client accounts for profitability and execute necessary pricing revisions to defend commercial margins.

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4. Launch, Adoption & Scale

• On-Time Deployment: Oversee the Centralized Launch function to guarantee 100% on-time deployment of new enterprise clients.
• Funnel Optimization: Bridge the critical gap between "Go-Live" and "High Disbursal" via aggressive user-awareness and marketing campaigns, maximizing platform adoption from Day 1.

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5. Organizational Design & Governance

• Cross-Functional Alignment: Stitch together operations, client success, data, and product teams to ensure the post-sales vertical moves toward a unified vision.
• Systems & Data Architecture: Build and oversee the Data Analytics function, ensuring the VP and leadership have a real-time, undeniable "Single Source of Truth" (MIS & Dashboards) for data-backed decisions.
• Compliance & Rigor: Instill a culture of deep compliance, strict corporate governance, and zero-compromise operational rigor across the entire vertical.