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Head- Operations

Position: Ops Head

Industry: Ecommerce/E-Taxation

Job Functions: Operations, Customer Experience

 

Job Description

The OPs Head will have functional reporting to the Founders for this business line and matrix reporting within the country.

 

The Respective Business Segments/Units Under This Business Lines Are

Consumer Business,

MarketPlace and

Enterprise Software Business.

Each Service Line is covering several specialized portfolio elements organized in dedicated service units.

 

KPIs

Process Excellence, Process Setup, BUs Operations, Budget Responsibility, Profit & Loss, Utilization, Development Of Business, Service Portfolio, Customer Support, Customer Satisfaction, Leadership For Employees, Fulfillment of Quality & Requirements of Customers.

 

External

Senior Management, Management of Divisions, BU, Segment & Countries, 3rd Party Customer, etc.

Internal

Management and functions of 3 different business units. quality, senior management, customer, customer satisfaction, sales, matrix, line head, operations, bpo, bpo operations, technical solution

 

Opportunity & Candidate

This is a leadership opportunity for an entrepreneurial person in the exciting growth world of dotcom product space.

The candidate will be expected to have:

Proven track record of building a business unit including ownership of P&L
Exposure of Conceptualizing and Implementing the operations and process within the organization.
 

What we are looking for

Experience building a 24x7 worldwide and world-class customer & technical support organisation from scratch, implemented training, quality control, scheduling and tools to ensure a high level of service. Passion for measurement, metrics and continuous improvement across the organisation.Leader. Doer. Problem-solver. Sharp-shooter. Consistent Learner. Entrepreneurial. Honest. Active Listener. Passionate. Humble.
Should have experience of setting up new business & building up teams from operations perspective.
Excellent people management & interpersonal skills
Exposure to regulatory aspects of  Taxation (India & International) would be an added plus
Good understanding of market & competitive land scape

 

Roles & Responsibilities

 

He/She will be responsible for planning, developing, and implementing the strategies, policies, objectives and activities of the business to ensure continuing operations
Balance customer needs with business requirements and champion the customer to the other stakeholders (Champion the customer service department). This entails assessing and managing the customer service team to continually improve processes and outcomes.
Manage all customer happiness processes to be more proactive and build customer engagement.
Build a robust team and ensure the right calibre of staff are recruited, and in accordance with company policy and procedures.

 

 

Background

Founded in the year 2010, ClearTax is India's fastest growing Tax & Compliance software company. We're a technology company helping people, enterprises & companies and the government with tax and compliance. We were incubated in Y Combinator and are funded by Silicon Valley investors, including PayPal co-founders Peter Theil's Founders Fund, Max Levchin and also by Scott Banister, who was an early investor in Facebook and Uber. ClearTax has raised $15.5 Million till date with investors including Sequoia Capital and SAIF Partners. Our aim is to delight our customers with simplicity, accuracy and getting rid of the notion that taxes are complex. ClearTax is a product by Defmacro Software Pvt Ltd.

Specialties

Indian Taxation, Income Tax Returns, electronic filing of Income Tax Returns, Chartered Accountant Tax Software, TDS, Compliance, and Tax Deduction at Source

Pls logon to (https://cleartax.in) for more details about us.

 

 

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