Head of Operations

• 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)

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.