Chief Operating Officer (COO)

Open
  • Reports to: CEO/Founder
  • Owns: Delivery, PMO, QA/Release Governance, Client Success, Resource Mgmt, Internal Ops
  • Scale: ~100+ team (Noida + global)
  • Partners with: Sales/BD, Eng/Product, HR

Role Summary

  • End-to-end ownership: delivery governance, staffing, cross-functional ownership, client success, revenue de-risking (beyond ~1-4 contracts).
  • Be the Head of floor + functions with tech savvy, fix chaos, build predictability, scale reliably.

Key Outcomes

  • Predictable delivery: on-time releases and stable cadences, low escalations.
  • An ops system that is unified: everyone knows who is doing what (RACI), weekly rhythms, no more “running around.”
  • Resource balance: best utilization, no burnout.
  • Client confidence: proactive governance, renewals/upsells.
  • Revenue diversity: geographical account expand systematically.

Core Responsibilities

Delivery Governance

  • Delivery OS : Weekly WBR, Monthly MBR, Quarterly Client QBR.
  • RACI Mapping; Commonization of artefacts (Plans, RAID logs, Change/release checklist).

Floor Management

  • Eliminate schedule confusion: 6-12 week capacity forecasting, centralized allocation desk, escalation / exception paths.
  • From micromanaging to metrics-driven management (OKRs, throughput, quality).

Client Leadership

  • Key accounts/exec relationships; recovery runs.
  • Create a CS playbook: onboarding, KPIs, renewals/expansions.
  • Work with Sales for land-and-expand (modules, retainers, new lines).

PM/Program Uplift

  • Evaluate/grow PMs into senior ranks.
  • Framework define: stakeholder management, estimation, agile, fintech compliance.

Operational Excellence

  • Policies: meeting hygiene, SLAs, docs, escalation etiquette.
  • Heighten retention through HR partnership on management training, Performance Systems.

KPIs (Sample)

Metric Focus
Delivery On-time %, schedule variance, scope creep, change cycle
Escalations Count, resolution time
Resources Utilization/bench %, forecast accuracy
Client NPS/CSAT, renewal/expansion revenue
Team Attrition, engagement scores

Requirements

Must-Have

  • 12-18+ years of tech delivery/ops (product + services).
  • Fintech expertise (trading/exchanges/wallets/KYC/AML/security).
  • Scaled PMO/delivery (50-300 people).
  • Tech literacy (cloud/SDLC/APIs/security).

Nice-to-Have

  • Former COO/VP Delivery/Head of Ops at a fintech company.
  • Global/multi-time zone governance.
  • ISO/SOC2 control mindset.

30/60/90-Day Plan

Days 1-30

  • Table of contents; listening tour; explain projects/failure modes.
  • Turn on WBR, single source resourcing.

Days 31-60

  • Implement PMO/RAID/release standards, QBR calendar.
  • Stabilize top 3 accounts.

Days 61-90

  • Boost predictability/quality metrics.
  • Talent upgrade; diversification plan with sales.

JOB SUMMARY

location
Location Noida, India (On-site/Hybrid) | Travel as required
job type
Job Type Full-time
date
Date Posted February 6, 2026
experience
Experience 12-18 Years
working hours
Working Hours 9:00 AM - 6:00 PM
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Simplifying IT
for a complex world.
Platform partnerships