Responsible for all the function as an independent unit and is accountable for:

• All Business Operations in Maintaining contact with the Mission, Finance, HR and Administration functions in coordination with Heads of Corporate Finance, HR and Administration respectively

• Adherence as per SLAs with Mission

• Implement, maintain and manage an effective system of controls for monitoring operational performance

• Ensure Security of Operations

• Ensure personal & professional development of team and provide for necessary trainings, seminars, sessions etc.

• Ensure Internal Customer (Employee) Satisfaction

• Responsible for adherence to agreed processes for all ICAC

• Consistently achieve the SLAs through process enhancement, monitoring key deliverables and tracking key indicators of the business for the cities

• Manage Security (Physical & Data) at the Application Centres and to ensure effective controls are in place to pre-empt any physical / data security breach incidents

• Develop and influence relationships with key decision makers from the Mission

• Conduct resource planning and allocation, manpower forecasting activities for the given cities on a regular basis

• Ensure conduct of Product and Process Training to all staff on a regular basis through coaching and development

• Ensure employee satisfaction survey match company expectations