head sales operations in mumbai

randstad india
position type
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mumbai, maharashtra
Banking & finance
position type
reference number
randstad india

job description

head sales operations in mumbai



Title: Head – Sales Operations | Location: Mumbai | Education: Graduate (MBA preferred) | Years of Experience: 8-12 years | Openings: 1| Salary: As per industry standard 

Profile Summary: 

This is a high-impact role that would be crucial to help us scale our business quickly by getting all key  functions of the business on a sales operations engine build for scale. The head of sales  operations is responsible for creating and driving the required sales processes across various sales  channels & building the requisite tools and sales infrastructure to enable the success of the team.  

This would be a hands-on role requiring the candidate to take ownership of the operations end-to end and build a strong team to meet the business objectives.  

Experience required: 

• Must haves 

o At least 4 years’ experience in customer relationship management (CRM), project management or equivalent. 

o Experience in a sales management capacity, or Strategy/Sales Operations roles in BFSI  industry or IT industry.  

o MS Office – A good knowledge and hands on experience of Excel, Word and Power-point o Adept in new technologies and train people around it. 

o Exceptional verbal/written communication skills 

o Should have team handling (direct and indirect) experience 

o High process and quality orientation 

o Excellent strategic, problem solving, analytical, presentation and communication skills. • Preferred 

o Experience with Financial sector, Hospitality Industry. 

o Experience of working in a start-up 

o Experience in leading programs 

o Comfortable crafting and communicating insights from data, as well as attention to detail  and an interest in metrics/understanding trends and patterns in business performance 

Key responsibilities: 

Strategy and Leadership: 

• Identify, structure, and lead key strategic initiatives and business programs and sales operation • Designing and keeping the process fresh to align with customer acquisition, retention and  maintaining strong relationship 

• Help support the Sales leadership in developing the market’s business plan, go-to-market  strategy and support to execute programs. 

• Analyze and develop deep insights on business and core performance metrics in view of  business reviews. Align with cross-functional departments 

• Drive operational excellence (business growth, opportunity, health and performance metrics • Work with a broad base of stakeholders to troubleshoot issues across all stages of the business  cycle to improve overall performance. Ensure stakeholder issues are resolved in a timely manner • Ensure customer satisfaction at each interaction, within a defined TAT, and create case studies to provide recommendations for service enhancement 

• Taking initiative and removing in-efficiencies from the system 

• Handling overall performance of team 

• Preparing Pitch Scripts & presentation decks for the team along with team leads • Coordination with Tech team for consistently adding features which can improve team efficiency 

• Quality Checks via Audits for applicable processes 

• Implementing best practices for Customer Service to lead maximum customer satisfaction • Razor sharp Focus on making customer journey simpler to ensure maximum conversion and consistently reduce frictions 

• Facilitating administrative and operational supports to the team of Channel Partners for smooth functioning 


• Capacity,escalation-management and BCP planning to ensure that we areavailable for our  customers, when they need us 

• Defining metrics and tracking Daily, weekly and monthly numbers 

• Root cause analysis 

• Monitor and maintain the quality of interaction with customers and partners(Audits & Quality Improvements). 


• Create a transparent working environment to ensure associates voice is heard and if necessary,appropriately acted upon. 

• Attrition Handling 

• Training of Agents 

• Maintaining a strong culture of identifying problems and solving them.