Overview
We are seeking a strategic, performance-driven Head – Operations & Business Excellence to lead the overall operations, delivery, and people functions at IKF — a 25-year-old AI-powered digital transformation and marketing solutions company.
The ideal leader will oversee multiple departments including Website Design & Development, Digital Marketing, Technology Support, and Human Resources, ensuring operational efficiency, profitability, and a culture of growth. This role focuses on strategic process optimization, leadership development, client experience management, and cross-functional collaboration to strengthen IKF’s position as a trusted B2B partner.
Key Responsibilities
Operational Leadership & Process Optimization
- Oversee day-to-day functioning of all delivery departments — web, tech, digital marketing, and HR.
- Design and implement business processes, SOPs, and governance models to ensure timely, quality, and profitable delivery.
- Continuously monitor and optimize the revenue-to-people ratio, resource utilization, and department profitability.
- Introduce AI-driven automation and reporting dashboards for real-time operational visibility.
- Drive organization-wide initiatives to improve efficiency, scalability, and turnaround time.
Strategic Planning & Business Growth
- Collaborate with senior leadership to define operational strategy and growth priorities.
- Develop and manage departmental KPIs and performance dashboards aligned with company objectives.
- Identify and implement new process innovations that enhance delivery capabilities and customer satisfaction.
- Ensure alignment between business goals, operations, and client retention strategies.
Client Experience & Escalation Management
- Act as the senior escalation point for high-value clients, ensuring proactive resolution and long-term trust.
- Conduct strategic client review meetings and performance audits to enhance satisfaction and retention.
- Establish and monitor a Customer Experience Framework to measure and improve service quality across all departments.
People & Culture Leadership
- Lead and mentor department heads and the second-level leadership team to build accountability and ownership.
- Oversee HR operations, including recruitment strategy, performance management, and training programs.
- Drive leadership development, motivation, and succession planning to strengthen internal capability.
- Foster a collaborative, transparent, and high-performance culture across the organization.
Governance & Reporting
- Prepare and present regular reports on operational performance, resource utilization, profitability, and client satisfaction to the CEO.
- Ensure compliance with internal policies, financial guidelines, and industry standards.
- Champion continuous improvement initiatives through structured reviews and feedback mechanisms.
Requirements
- 7–10 years of progressive experience in operations or delivery management within a digital, IT services, or consulting environment.
- Proven success in leading multi-functional teams across website development, digital marketing, and technical support.
- Strong understanding of business profitability, project governance, and customer success metrics.
- Hands-on experience implementing AI-based automation, CRMs, and project management platforms (e.g., Zoho, ClickUp, Asana).
- Excellent leadership, analytical, and communication skills.
- Ability to balance strategic vision with practical execution and cross-department collaboration.
- Educational background in Business Management, Operations, or Engineering preferred.
Why Join IKF?
- Lead the entire operations ecosystem of a 25-year-old, innovation-driven organization.
- Work directly with senior leadership to shape the company’s next-generation operational framework.
- Drive AI-enabled process transformation and business optimization across departments.
- Mentor a diverse team of creative, technical, and strategic professionals.
- Influence client success for large-scale B2B and enterprise brands.
- Thrive in a 5-day collaborative work culture that values leadership, learning, and measurable growth.
