JOB DESCRIPTION
Report: Managing Director & CEO
About Organization:
- Company: GreenCall Technology (est. 2021) | Scale: ₹50 Cr+ annual turnover |
- Empanelment: NICSI (MeitY) & HARTRON | Portfolio: JustJob, LiveSkills, GreenHR and Government/PSU projects
- Growth Mandate: Drive 10X scale-up in the next 12 months through sharper execution, delivery excellence, and predictable revenue operations.
Role Purpose
The COO will own end-to-end operations and execution across GreenCall’s product businesses (JustJob, LiveSkills, GreenHR) and Government/PSU engagements—ensuring scalable delivery, profitability, compliance, strong governance, and fast execution aligned to a 10X growth plan.
Reporting & Leadership
- Reports to Leads : Managing Director / Board
- Leads: Project Delivery, Product Ops, Customer Success, Implementation, PMO, Support, QA, DevOps/Infra (as applicable), Vendor/Partner Ops, Compliance ops
- Key Interfaces: Sales, BD, Finance, HR, Legal, Government Relations, Technology/Product Heads
Key Responsibilities:
1. Strategy to Execution (10X Growth):
o Convert the annual growth plan into quarterly execution roadmaps, OKRs, budgets, and capacity plans.
o Build a growth-ready operating model: org structure, PMO, cadence, metrics, escalation paths.
o Establish repeatable playbooks for delivery, implementation, onboarding, renewals, and upsell.
2. Program & Project Delivery Excellence (Govt/PSU + Enterprise):
o Own delivery of high-impact Government/PSU projects from kickoff to go-live to post- go-live support.
o Ensure SLA compliance, milestones, documentation, governance reviews, and timely billing support.
o Strengthen bid-to-delivery handover and ensure project scope, timeline, and acceptance criteria are tight.
2. Product Operations (JustJob, LiveSkills, GreenHR):
o Ensure product execution rhythm: releases, QA, uptime, customer feedback loops, and roadmap alignment.
o Drive adoption and outcomes: onboarding, training, engagement, retention, and customer success motions.
o Improve reliability & scale: performance, security, support TAT, and platform stability.
4. Revenue Operations & Unit Economics:
o Own operational levers that impact revenue: implementation speed, renewals, upsell readiness, delivery quality.
o Tighten unit economics: gross margin, delivery cost per project, support cost per account, utilization.
o Partner with Sales/Finance to ensure forecast accuracy and execution against targets.
5. Governance, Compliance & Empanelment Leverage
o Institutionalize compliance & controls aligned to Government/PSU norms and empanelment requirements.
o Ensure audit-ready documentation, security hygiene, and standard reporting.
o Create a NICSI/HARTRON execution framework to maximize pipeline conversion and delivery credibility.
6. People Leadership & Productivity
o Build a high-performance culture with clear KRAs, scorecards, reviews, and accountability.
o Hire/upgrade key leaders, define competency benchmarks, and set productivity norms.
o Drive training and capability building to support growth and multi-state execution.
7. Process, Systems & Automation
o Build SOPs, templates, and dashboards for: PMO, delivery, support, escalations, billing triggers, and compliance.
o Strengthen tools for tracking (Jira/Asana, CRM integration, service desk, MIS).
o Reduce cycle times and eliminate operational leakage.
Success Metrics (KPIs)
o Revenue operations: Implementation cycle time, renewal rate, expansion/upsell enablement, forecast accuracy
o Delivery: On-time/on-budget delivery %, milestone acceptance rate, SLA adherence, CSAT/NPS
o Quality: Defect leakage, incident frequency, uptime, support TAT
o Financial: Gross margin improvement, delivery cost control, utilization %, cash conversion support (billing readiness)
o Governance: Audit readiness, documentation completeness, compliance adherence across projects
o People: Leadership bench strength, attrition control in key roles, performance scorecard adherence
30–60–90 Day Outcomes
• First 30 Days
o Diagnose current ops: delivery health, pipeline handover, product stability, support performance, cost drivers.
o Set PMO cadence, dashboards, and escalation mechanisms.
o Identify top 10 operational bottlenecks blocking growth.
• By 60 Days
o Implement SOPs, templates, and governance rhythms.
o Stabilize delivery + support SLAs and improve implementation speed.
o Finalize org structure/capacity plan for 10X growth.
• By 90 Days
o Launch scale playbooks for Govt/PSU and product rollouts.
o Improve predictability: project delivery, release cadence, renewals, MIS discipline.
o Demonstrate measurable improvement across 5–7 core KPIs.Ideal Candidate Profile
o 12–18+ years in operations/program delivery leadership in B2B SaaS/IT services/Govt-tech/PSU projects.
o Strong experience running multi-project delivery with PMO rigor and cross-functional leadership.
o Comfort with Government tender/project environments: milestones, acceptance, compliance, documentation.
o Strong understanding of product operations: onboarding, adoption, reliability, customer success.
o Track record of scaling teams and processes in high-growth environments (startup- to-scale-up experience preferred).
Core Competencies
o Execution excellence, structured problem-solving, and sharp prioritization
o PMO rigor, stakeholder management, and escalation handling
o Financial discipline and margin mindset
o Strong communication: with leadership, clients, and internal teams
o Process building + automation orientation
o High ownership, pace, and accountability culture-building
Travel: Required for Government/PSU client reviews, multi-state project execution, and key partners.