Head of Operations - India (General Manager)

📋 Description

• • As the Head of Operations for India, you will be instrumental in leading and scaling our India-based entity, transforming it into a robust operational, people, and delivery engine that powers Fulfillment IQ's global success.
• • This pivotal role demands a strategic leader capable of driving operational excellence, ensuring stringent financial governance, maintaining compliance, and enabling seamless delivery across all India-based teams.
• • You will serve as the primary local leader for all aspects of people, culture, risk management, and execution, adeptly translating global strategies into scalable, compliant, and efficient operations within the Indian context.
• • Your mandate includes partnering closely with global leadership – including the CEO, COO, CSO, Head of HR, SVP Technology, and CFO – as well as India's functional leads in HR, Finance, IT, and Administration.
• • The goal is to ensure that Fulfillment IQ's India operations remain a high-performing, compliant, and scalable hub for consulting, delivery, and product engineering services.
• • *India Operations Leadership:**
• • Lead and strategically scale India operations, encompassing HR, Finance, Administration, IT InfoSec, and Delivery Enablement functions.
• • Own and manage the India operating rhythm, including critical activities such as monthly operations reviews, capacity and utilization assessments, and risk and compliance checkpoints.
• • Translate Fulfillment IQ's overarching global strategy into clear, actionable, and executable operational plans tailored for the India entity.
• • Ensure a strong alignment between India's operating model and Fulfillment IQ's global standards for service delivery, quality assurance, and company culture.
• • *People and Culture Leadership:**
• • Act as the visible and authoritative local leadership face for Fulfillment IQ in India, actively fostering a strong, inclusive, and high-performance organizational culture.
• • Provide dedicated coaching and mentorship to your direct reports – the HR Manager, Finance Manager, IT Operations Lead, and Administration Manager – empowering them to build and lead high-performing teams and robust processes.
• • Collaborate closely with the Global Head of HR (based in Canada) and the India HR Manager to support critical initiatives such as organizational design, strategic workforce planning, and the implementation of effective engagement, retention, and performance management programs across India.
• • Embody and role-model Fulfillment IQ's core values, ensuring that India is recognized as a supportive, challenging, and rewarding environment where employees feel valued and empowered.
• • *Financial Governance and Cost Management:**
• • Partner with the CFO and the Finance & Accounting Operations Manager to meticulously manage India's operating cost base and ensure strict adherence to budget.
• • Provide essential support for financial planning and forecasting activities specific to India, covering headcount, overhead expenses, and operational expenditures (OPEX).
• • Diligently monitor key financial metrics, including utilization rates, realization percentages, profit margins, and overhead ratios, to ensure financial health and efficiency.
• • Guarantee the provision of clean, accurate, and timely financial reporting from India to global leadership.
• • Contribute valuable insights into global commercial decisions that have a direct impact on India operations, such as pricing strategies, staffing models, and the expansion of teams or geographical presence.
• • *Delivery Enablement and Capacity Planning:**
• • Collaborate effectively with practice leaders across Consulting, WMS, Product, and Development & Engineering to align India's headcount and skill sets with both current and anticipated business demand.
• • Support comprehensive capacity planning, bench management, and utilization tracking at both the team and practice levels.
• • Ensure that India possesses the necessary tools, streamlined processes, and an optimal environment required for high-quality project delivery, including seamless systems access, efficient IT setup, secure operational environments, and effective collaboration tools.
• • Proactively identify and resolve operational bottlenecks that could impede project delivery timelines or compromise client commitments.
• • *Compliance, Risk Management, and Governance (India):**
• • Take ownership of India's compliance framework across critical areas, including labor law, HR regulations, and statutory employee benefits (in conjunction with HR and Legal counsel).
• • Oversee financial compliance, tax obligations, GST regulations, and statutory filings (working closely with Finance and external CA firms).
• • Ensure adherence to IT InfoSec policies, effective asset management, and robust security practices (in partnership with IT & InfoSec).
• • Prepare the organization for operational readiness concerning ISO certifications, SOC compliance, labor audits, client due diligence, and investor reviews.
• • Maintain and actively oversee an India-specific risk register, ensuring that all mitigation actions are diligently tracked and executed.
• • *Infrastructure, IT, and Vendor Management:**
• • Provide oversight for office infrastructure and facilities operations within India, including managing office space, planning for expansions, lease agreements, maintenance, and onsite administrative support.
• • Ensure the effective local execution of global IT policies and tooling, covering device management (e.g., Intune MDM), security controls, access management, and software licensing.
• • Manage key India-based vendors and contracts related to facilities, IT services, security, HR support, and other essential local operational partners.
• • *Representation and Stakeholder Management:**
• • Represent Fulfillment IQ India in crucial forums such as leadership and board reviews, and as needed, in investor, client, or partner meetings.
• • Serve as a key point of contact for visiting global leaders, clients, and partners engaging with the India teams.
• • Communicate India's operational needs, constraints, and emerging opportunities to global leadership in a clear, data-driven, and persuasive manner.