Chief Operating Officer || For a Fintech Startup in Account Aggregator space || Pune

About MetaMorph:

MetaMorph is a 360 HR Advisory firm incubated within Blume Ventures and dedicated to helping startups scale, evolve, and grow. We've helped more than 220 startups and multiple hires (and counting), providing them with the platform and opportunities they deserve.

About Our Client:

Our client is a Fintech Startup in the Account Aggregator space, their primary focus lies in establishing a secure platform for sharing reliable data among financial institutions, they offer a framework that facilitates the exchange of information between your financial institution and the users who entrust you with their financial services.

Position Overview: The Chief of Operations will manage the entire flow of customer operations, ensuring efficient processes and a high level of service delivery. This role will oversee the Admin and HR teams, fostering collaboration and alignment with our strategic goals. The ideal candidate will have a strong background in operations and customer success, particularly within SaaS companies.

Responsibilities

• Develop and implement operational strategies to enhance customer experience and satisfaction.
• Oversee the daily operations of customer support, ensuring efficient workflows and timely issue resolution.
• Lead the Admin and HR teams, promoting a culture of excellence and continuous improvement.
• Collaborate with cross-functional teams to align operational goals with overall company objectives.
• Analyse operational metrics to identify areas for improvement and implement data-driven solutions.
• Drive initiatives to enhance customer success, retention, and engagement.
• Foster a customer-centric culture across the organization.
• Ensure compliance with relevant policies and regulations.

Qualifications

• 12-15 years of proven experience in an operations role, preferably in a SaaS environment.
• Bachelor's degree in Engineering + Business Administration, Operations Management, or a related field; MBA preferred.
• Strong understanding of customer success principles and practices.
• Exceptional leadership and team management skills.
• Excellent analytical and problem-solving abilities.
• Strong communication and interpersonal skills.
• Ability to thrive in a fast-paced, dynamic environment.