Business Head

Job Description:

JOB DESCRIPTION Business Head – Gateway Services Location: Chennai Experience: 10–15+ Years Function: Business, Sales & Operations Reporting To: Senior Management Role Overview We are looking for a Business Head – Gateway Services to own the overall P&L, revenue growth, sales, operations, customer experience and profitability of the business. The ideal candidate will have experience managing large-scale Sales and Operations teams and a proven track record of handling significant business revenue. The role requires a strong combination of business acumen, strategic thinking, analytical ability, customer orientation, consultative selling and execution excellence. Key Responsibilities Business & P&L Own the complete business P&L, revenue, margins and profitability. Develop and execute business growth strategies. Drive revenue growth, productivity and cost optimization. Own forecasting, budgeting and business planning. Present business performance and growth plans to senior management. Operations Leadership Lead a large Operations team. Own service delivery, SLA, TAT, productivity and quality. Improve processes and operational efficiency. Reduce errors, refunds and escalations. Build scalable SOPs and operating mechanisms. Ensure Sales, Operations, Marketing, Product & Technology teams work as one integrated business unit. Customer Experience Build a strong customer-first culture. Understand customer needs, pain points and buying behavior. • • • • • • • • • • • • • 1 Improve CSAT, NPS and retention. Use customer feedback to improve processes and business outcomes. Ensure teams focus on solving customer problems rather than simply selling. Strategy & Analytics Identify new growth and revenue opportunities. Use data to drive business decisions. Track conversion, revenue, productivity, customer and profitability metrics. Build effective dashboards and business reviews. Identify gaps and translate insights into clear action plans. Cross-Functional Leadership Work closely with: Marketing | Product | Technology | Finance | HR | Customer Excellence | Admin Partner with Marketing on lead quality, campaigns and revenue growth. Work with Product & Technology on automation, CRM and customer experience. Partner with Finance on P&L, pricing and profitability. Work with HR on organization, hiring, performance and leadership development. Collaborate with Customer Excellence to improve customer experience and retention. Drive strong alignment and execution across all support functions. Key Success Metrics Business: Revenue Growth | P&L | Profitability | Margins Sales: Conversion | Revenue | Productivity | Cross-sell | Upsell Operations: SLA | TAT | Productivity | Quality | Cost Efficiency Customer: CSAT | NPS | Retention | Complaints People: Productivity | Attrition | Engagement | Leadership Development Ideal Candidate They should be able to connect: Strategy → People → Process → Technology → Customer → Revenue → Profitability and move seamlessly between strategic planning and hands-on execution. • • • • • • • • • • • • • • 2 Leadership Mindset Own the number. Understand the customer. Build the team. Fix the process. Use technology. Execute relentlessly. 3