Head of Operations - India (General Manager)

Description:

General Information

Job Title: Head of Operations – India (General Manager) Location: Ahmedabad (Onsite / Hybrid) Job Type: Full-Time

Reports To: CEO, Fulfillment IQ

Direct Reports:

- HR Manager – India Operations

- Finance & Accounting Operations Manager

- IT / InfoSec & Systems Admin (India)

About Fulfillment IQ (FIQ):

At Fulfillment IQ, we’re disruptors in the supply chain and logistics sector. As an award‑winning supply chain tech company, we design and deliver cutting‑edge solutions for D2C brands, retailers, and 3PLs. Our teams thrive on solving complex logistics challenges, from developing custom software and advising on tech stack selection to implementing advanced supply‑chain technology.

If you’re passionate about problem‑solving, thrive in dynamic environments, and want to make an impact, we’d love to have you on board.

Role Overview:

Fulfillment IQ is seeking a seasoned Head of Operations–India to lead and scale our India organization.

This individual will be responsible for:

- Running the India entity as an operational, people, and delivery engine for the global business.

- Driving operational excellence, financial governance, compliance, and delivery enablement across India‑based teams.

- Serving as the local head for people, culture, risk, and execution, translating global strategy into scalable, compliant operations in India.

You will partner closely with global leadership (CEO, COO, CSO, Head of HR, SVP Technology, and CFO) and India functional leads (HR, Finance, IT, Admin) to ensure that India remains a high‑performing, compliant, and scalable hub for consulting, delivery, and product engineering.

1) India Operations Leadership

- Lead and scale India operations across HR, Finance, Admin, IT/InfoSec, and Delivery enablement.

- Own the India operating rhythm:

- Monthly operations reviews

- Capacity and utilization reviews

- Risk/compliance checkpoints

- Translate global strategy into clear, executable operational plans for the India entity.

- Ensure alignment between India’s operating model and Fulfillment IQ’s global standards for delivery, quality, and culture.

2) People, Culture & Leadership

- Act as the local leadership face for India, fostering a strong, inclusive, and high‑performance culture.

- Coach and mentor direct reports (HR Manager, Finance Manager, IT/Ops, Admin), helping them build strong teams and processes.

- Partner with the Head of HR – Global (Canada) and the India HR Manager to:

- Support org design and workforce planning

- Drive engagement, retention, and performance management programs in India

- Role‑model FIQ’s values and ensure that India is a place where people feel supported, challenged, and recognized.

3) Financial Governance & Cost Management

- Partner with the CFO and Finance & Accounting Operations Manager to:

- Own India’s operating cost base and budget adherence.

- Support financial planning and forecasting for India (headcount, overheads, OPEX).

- Monitor key financial metrics: utilization, realization, margins, and overhead ratios.

- Ensure clean, timely financial reporting out of India to global leadership.

- Provide input into global commercial decisions that impact India (e.g., pricing, staffing models, expansion of teams or locations).

4) Delivery Enablement & Capacity Planning

- Work with practice leaders (Consulting, WMS, Product, Dev & Engineering) to:

- Align India headcount and skills with current and upcoming demand.

- Support capacity planning, bench management, and utilization at team and practice levels.

- Ensure India has the tools, processes, and environment required for high‑quality project delivery:

- Systems access, IT setup, secure environments, collaboration tools.

- Help unblock operational bottlenecks that impact project delivery or client commitments.

5) Compliance, Risk & Governance (India)

- Own India compliance across:

- Labor law, HR, and statutory employee benefits (with HR & Legal).

- Finance, tax, GST, and statutory filings (with Finance and CA firms).

- IT/InfoSec policies, asset management, and security practices (with IT & InfoSec).

- Ensure operational readiness for:

- ISO / SOC / labor compliance, client audits, and investor due diligence.

- Maintain and oversee an India risk register and ensure mitigation actions are tracked and executed.

6) Infrastructure, IT & Vendor Management

- Oversee office infrastructure and facilities operations in India:

- Office space, expansion plans, leases, maintenance, and onsite admin.

- Ensure local execution of IT policies and tooling:

- Device management (e.g., Intune/MDM), security controls, access management, and licensing.

- Manage key India vendors and contracts related to:

- Facilities, IT, security, HR services, and any other local operational partners.

7) Representation & Stakeholder Management

- Represent FIQ India in:

- Leadership and board reviews

- Investor, client, or partner meetings as needed

- Act as a key contact point for:

- Visiting global leaders, clients, and partners when they engage with India teams.

- Communicate India’s needs, constraints, and opportunities to global leadership in a clear, data‑backed way.

Requirements

- 10+ years of experience in operations, delivery management, or general management within a tech, consulting, or SaaS/services company.

- Proven track record of managing 100+ employees across multiple functions or locations.

- Strong understanding of:

- Indian labor law, statutory compliance, and basic financial frameworks related to running an Indian entity.

- Hands‑on experience with operational systems:

- Finance tools / ERPs, HRIS, IT admin dashboards, project or resource management tools.

- Demonstrated ability to:

- Build and lead cross‑functional teams.

- Drive structured execution in fast‑paced, ambiguous environments.

- Manage up and sideways with global stakeholders.

Preferred

- MBA or equivalent business qualification.

- Experience in logistics, supply chain, or enterprise SaaS / consulting.

- Prior experience scaling an India subsidiary for a global firm (or similar “center of excellence” / delivery hub experience).

What Success Looks Like in the First 90 Days

By the end of Month 1

- Understand FIQ’s:

- Global strategy and India’s role in it.

- Ahmedabad Office Strategy development

- Current India org structure, key leaders, and core processes (HR, Finance, IT, Delivery).

- Build trust and working relationships with:

- CEO and global leadership

- India functional leads (HR, Finance, IT, Delivery)

- Complete a rapid operational assessment:

- Identify major gaps/risks in compliance, finance ops, HR, IT, and facilities.

By the end of Month 2

- Define and socialize an India Operations Plan:

- Priorities for the next 6–12 months across people, process, compliance, and infrastructure.

- Establish a monthly India ops review cadence:

- Standard metrics, dashboards, and action tracking.

- Begin addressing “no‑regret” gaps:

- Obvious compliance holes, broken processes, or major pain points for teams.

By the end of Month 3

- Show measurable improvement in at least 2–3 key areas, such as:

- Clarity of India org structure and leadership accountability.

- Improved hygiene in HR, finance, or IT operations (e.g., assets, access, documentation).

- Have a rolling capacity and utilization view for India aligned with practice leaders.

- Present a 12–18 month India Operations roadmap to the CEO and leadership, including:

- Org evolution

- Compliance and risk roadmap

- Facilities/IT investments

- Key operating metrics and targets.

KPIs

Operational Excellence

- On‑time completion of India operational reviews and action items.

- Reduction in operational escalations from India.

People & Culture

- India attrition (especially regrettable attrition) trends.

- Engagement / pulse survey scores and participation.

- Time‑to‑fill / time‑to‑productivity (in partnership with HR & Recruitment).

Financial & Capacity

- India utilization and bench metrics (in partnership with Delivery & Finance).

- India operating costs vs budget.

Compliance & Risk

- Number and severity of audit findings.

- On‑time completion of statutory and internal compliance requirements.

Infrastructure & IT

- IT asset tracking accuracy and policy adherence for India.

- Office uptime, workspace readiness, and feedback from India staff.

Why You’ll Love Working Here

At Fulfillment IQ, we don’t just build supply chain solutions—we build careers, friendships, and unforgettable experiences.

As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all team members.

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