Job Overview The General Manager – Operations will lead and scale end-to-end business operations for a “work as a service” organisation. This role typically involves execution of multiple large projects that could be field-based or remote execution - across grey-collar domains. The ideal candidate brings strong execution rigour, delivery of results, the ability to build scalable operational systems, and proven experience managing large, distributed teams in a high-growth environment. Primary Responsibilities ● Operational Strategy & Execution : Define and execute operational strategies to drive efficiency, scalability, service quality, and cost optimisation across business operations.Translate business objectives into structured operating plans with clear ownership, governance, and measurable outcomes. ● Leadership & Team Management : Lead, mentor, and scale multi-layered operations teams including central operations, field leadership, and partner/vendor networks. Build a high-ownership, performance-driven culture with strong accountability and collaboration. ● Service Quality & Process Excellence : Design and implement SOPs, quality frameworks, audits, and continuous improvement mechanisms to meet client SLAs and service standards. Drive root-cause analysis and corrective action planning to improve execution reliability. ● Client Experience & Stakeholder Management : Own client satisfaction by proactively managing escalations, strengthening communication, and ensuring consistent service delivery. Act as the primary operational interface between clients, service providers, and internal stakeholders. ● Resource Planning & Deployment: Plan and optimize workforce deployment, vendor capacity, territory coverage, and operational infrastructure to meet business demand. Oversee onboarding, performance management, and productivity of service providers and partners. ● Financial & Cost Ownership: Own operational budgets, P&L , track expenses, and identify cost-efficiency and productivity improvement opportunities. Improve unit economics without compromising service quality. ● Performance Management & Analytics: Define, monitor, and report key operational KPIs covering productivity, quality, turnaround time, cost, and client satisfaction. Use data-driven insights to guide decisions and scale best practices. ● Risk, Compliance & Governance :Identify operational risks and implement mitigation strategies to ensure business continuity. Ensure compliance with applicable regulatory, legal, and industry standards. ● Process Documentation & Enablement : Build and maintain detailed process documentation, SOPs, and playbooks for operations, field execution, and partner onboarding.