Head- Business Operations- Chennai

Position Overview

As the of head of Business Operations, you will play a pivotal leadership role in driving the Regions growth, profitability, and operational excellence. Working closely with the COO, you will oversee strategic planning, financial management, customer acquisition and retention, and cross-functional project execution. This role is responsible for ensuring strong financial performance, operational efficiency, and the successful expansion and diversification of the companys offerings. In addition, you will lead high-impact corporate initiatives and support the ongoing development and success of the sales and support teams.

Key Responsibilities

Business Goals

- Revenue Growth & P&L; Oversight
- Own the regions revenue growth targets and manage the operational P&L; to ensure financial health and profitability.
- Optimize budgets, control expenses, and identify cost-saving opportunities.

- Improve DSO

- Streamline the accounts receivable process to reduce DSO.
- Ensure timely collections and efficient payment cycles.

- Business Development & Opportunity Identification

- Drive strategies for recent customer acquisition along with the other Regional Operations heads and Business development head.
- Expand revenue streams within the existing customer base and explore diversification opportunities.

- Achieve Revenue Targets

- Develop and implement strategies to meet and exceed aspirational revenue goals.

- Commercial Management & Bid Oversight

- Lead the commercial aspects of business deals, ensuring alignment with internal governance (RACI matrix).
- Enhance bid success rates, with a strong focus on tender management.

Operational Goals

- Operational Leadership
- Own overall operational excellence of the region and ensure seamless service delivery.




- Set and implement strategic operational goals aligned with the companys mission.

- Customer Retention

- Ensure high customer satisfaction and zero attrition through superior service standards.
- Regularly engage with customers to strengthen relationships and understand evolving needs.

- Service Line Expansion & Geographic Growth

- Identify and develop new service offerings and explore opportunities for geographic expansion.
- Responsible for the delivery of the sales team in acquiring new customers and logos.

- Cross-functional Support & Coordination

- manage key support functions with the respective heads including IR, Compliance, EHS, Admin and others.
- Promote collaboration and synergy across support functions such as HR, payroll, billing, and administration.

Organizational Goals

- Technology & Innovation
- Champion digital transformation and lead technology-driven initiatives to keep the region at the forefront of innovation.

- Cross-Selling & Group Collaboration

- Lead cross-selling efforts across different business units and subsidiaries, maximizing internal synergies and collaborative opportunities.

- Organizational Development

- Identify organizational/regional improvement areas and lead strategic initiatives to enhance efficiency and productivity.
- Partner with HR to design and implement talent development and people improvement programs.

Qualifications

- Bachelor’s/master’s degree
- 17+ years’ experience in facilities management, with proven leadership across different operations and business development




- Demonstrated ability to manage large, cross-functional teams and drive strategic initiatives along strong financial acumen
- Strong understanding of customer lifecycle management, sales strategy, and operational execution.
- Adept at identifying growth opportunities and driving change across an organization

Key Skills & Competencies:

- Strategic Planning – Aligning operational goals with business objectives
- Financial Acumen – Budgeting, forecasting, and cost control
- Operational Efficiency – Streamlining processes and maximizing resource use
- Team Leadership – Managing cross-functional teams and driving performance
- Customer centric approach – Ensuring high levels of customer satisfaction
- Regulatory Compliance – Ensuring adherence to safety, environmental, and labor regulations
- Technology Integration – Leveraging FM tech (e.g., CAFM, CMMS) to optimize operations
- Risk Management – Identifying and mitigating operational risks
- Change Management – Driving organizational change and process improvements

Key Performance Indicators (KPIs):

- Sales & Revenue Target Achievement – 100% attainment of regional revenue and sales goals
- Operational Excellence – SLA adherence, service delivery quality, and operational uptime
- New Logo Acquisition
- Existing Customer Mining – Revenue growth from upselling/cross-selling to existing customers
- Overdue Collections – Reduction in overdue receivables and aging analysis improvements
- Reduction in DSO – Improvement in cash flow through in time collections
- Customer Satisfaction - Nil Customer loss through excellence in service delivery
- People Retention & Employee engagement
- Technology Integration – Implementation and adoption rate of FM tech solutions
- Cost Optimization

📌 Head Business Operations (Chennai)
🏢 UPDATER SERVICES- UDS
📍 Chennai