Head Operations
- Updater Services (UDS)
- 10 - 20 years
- Chennai
- 20 days ago
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Job Description
Washroom Hygiene Concepts Private Limited (WHC) is one of Indias leading Hygiene
Solutions providers, offering comprehensive and specialized hygiene services. With a Pan
India presence and 600+ esteemed customers, WHC focusses on feminine hygiene, air care,
hand hygiene, urinal hygiene, drain line services, surface hygiene and others. WHC is one of
the most trusted brands in the segment achieving holistic customer satisfaction through
quality services, reliability and commitment
Job Title: Head Business Operations & Customer Excellence
Reporting to: COO
Location: Chennai/Mumbai/Bangalore
Experience: 10+ years (preferred)
Role Overview
The Head Business Operations & Customer Excellence will be a key member of the
leadership team, responsible for driving sales effectiveness, revenue growth, customer
retention, and operational excellence across the organization. The role will work closely with
the COO to enhance process efficiency and build scalable business initiatives that support
sustainable growth and superior customer experience. This position will act as the bridge
between sales, operations, and customer success, ensuring alignment of strategy with
execution while continuously improving service quality.
Key Responsibilities Business Operations & Operational Excellence
Lead end-to-end business operations to ensure efficient, scalable, and cost-effective
delivery across functions.
Drive operational excellence through standardization, process improvement,
automation, and performance benchmarking.
Identify operational bottlenecks and implement corrective actions to improve
productivity, turnaround time, and service quality.
Establish governance frameworks, KPIs, dashboards, and review mechanisms to
monitor operational performance.
Lead branding & marketing initiatives
Sales Strategy & Revenue Growth
Partner with the team to design and drive sales strategies that improve win rates,
revenue growth, and margin expansion.
Enable sales teams through process alignment, pricing discipline, contract
governance, and operational support.
Track sales performance metrics, pipeline health, and revenue realization to ensure
achievement of business targets.
Support new market entry, service expansion, and cross-sell / upsell initiatives.
Customer Excellence & Retention
Own the customer excellence agenda, ensuring consistent and superior customer
experience across the customer lifecycle.
Drive customer retention strategies, contract renewals, and long-term account
growth.
Lead structured customer feedback, escalation management, and root-cause analysis
to improve service delivery.
Work with operations and service teams to resolve chronic customer issues and
reduce churn.
New Initiatives & Strategic Projects
Conceptualize and lead new business initiatives, transformation programs, and
capability-building projects.
Support organizational scaling by building robust processes, systems, and operating
models.
Lead cross-functional strategic initiatives as assigned by the COO and senior
leadership.
Drive change management and adoption of new processes across teams.
Leadership & Stakeholder Management
Build, mentor, and lead high-performing teams across business operations and
customer excellence functions.
Collaborate closely with Sales, Finance, HR, Supply Chain, and Technology teams to
drive integrated outcomes.
Represent operations and customer excellence in leadership reviews and strategic
discussions.
Key Skills & Competencies
Strong understanding of business operations, sales enablement, and customer
lifecycle management
Proven ability to drive revenue growth, operational efficiency, and cost optimization
Strong analytical and financial acumen with experience in KPI-driven management
Excellent stakeholder management and cross-functional leadership skills
Strategic thinker with strong execution capability
Experience in scaling operations and building new initiatives
High ownership, problem-solving mindset, and results orientation
Preferred Qualifications
Graduate/Postgraduate degree in Management / Operations / Strategy (MBA
preferred)
Experience in B2B services facilities management, FMCG, or similar hygiene industries
(preferred)
Job Classification
Industry: Facility Management ServicesFunctional Area / Department: Sales & Business DevelopmentRole Category: Sales Support & OperationsRole: Sales Support & Operations - OtherEmployement Type: Full timeContact Details:
Company: Updater Services (UDS)Location(s): Chennai
Keyskills: Customer Excellence Business Operations
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