Green Visor Capital

Management Company, LLC

Head of Operations at Simpl
Bangalore, IN / Karnataka, IN

Simpl (Fintech of the year - 2020) is a platform that empowers retailers to grow, building long term trusted relationships with their customers, one transaction at a time. For consumers, Simpl offers frictionless access to e-commerce, trust, safety, and effortless budgeting, in 1-click.

Under the hood, we are building the payments infrastructure (identity, trust score and security) ground up for a world that is mobile first, where consumers frequently buy on the go & love convenience.

Everyone at Simpl is an internal entrepreneur who is given a lot of bandwidth and resources to create the next breakthrough, towards a new world of Networked Commerce where commerce is easy, safe, affordable without fine prints - just Simpl!

Simpl was founded in 2015 by Nityanand Sharma and Chaitra Chidanand and went live in 2016.

About the role

We are looking for a Head of Operations to oversee Collections, Customer Support, Fraud, L&D and Excellence functions.

Responsibilities include team build & performance, CX, employee happiness, and driving non-linear scale with automation and excellence. If you enjoy leading teams and solving problems in a hyper-growth environment, balancing long term strategy with tactical initiatives, we’d love to meet you. Ultimately, you’ll ensure all operations run smoothly as we scale rapidly.

Responsibilities:

  Formulate and execute operations strategy collaborating with management & stakeholders.

 Own ops goals of non-linear scale and customer retention; and implement KPIs, metrics, policies and processes to align with overall strategy.

 Drive cross-function alignment for resources and support required to achieve Ops KPIs and goals.

 Evaluate operational risks and business risks that impact operations to define and implement strategies and measures.

 Own and execute the AOP to optimize costs and efficiency while supporting growth, securing internal investments required.

 Report on operational performance to the executive team and stakeholders and drive improvement initiatives and projects.

 Build and manage contracts and relations with customers, partners and other stakeholders.

 Manage daily operations with required cadence and direction to teams to drive execution rigour and outcomes.

 Manage outsource partner KPIs and ensure they deliver desired CX.

 Mentor and motivate teams to achieve productivity and engagement.

 Ensure compliance and adherence to all org policies and applicable laws (e.g. data protection, labour, etc).

Requirements

 Proven experience as Head of Operations, Operations Director or similar leadership role.

 Experience leading large teams and solving for scale with automation in fast-growing/start ups.

 Deep understanding/expertise and experience of operating and managing in-house and outsourcing partners.

 Highly energetic individual with ability to prioritise and work in a dynamic environment, and motivate teams to stretch and deliver as needed.

 Outstanding communication and negotiation skills.

 Excellent organizational and leadership ability.

 Hustler - analytical, data driven, product/tech first approach to solve problems.

 Good knowledge of data analytics and reporting.

 Strong with numbers and financial planning.

 Familiarity with all business functions including HR, finance, supply chain and IT.

 Strong business understanding to develop and implement Risk and CX strategies (for collections, fraud and support)

 Educational Qualification - B.E or equivalent degree from a tier 1 college; MBA in operations and excellence certifications will be an advantage.

Location

Presently remote; willing to relocate to Bangalore by Jan 2022