General Manager – Strategic Operations

Key Responsibilities

Business & Operational Leadership

• Oversee and manage GlobalStep operations, ensuring operational excellence and strategic alignment.
• Provide P&L oversight, working closely with the CFO and line-of-service leaders to ensure profitability and financial discipline.
• Oversee efficient utilization of company assets, including real estate, office spaces, and equipment.
• Ensure that the India operations are best-in-class pan India while also providing a compelling value proposition within the ecosystem of GlobalStep locations
• Develop and implement cost strategies that enhance GlobalStep’s competitiveness.
• Optimize business processes to increase efficiency, reduce costs, and improve service delivery.

Client Engagement & Growth

• Act as the regional executive contact for clients.
• Ensure high client satisfaction and retention.
• Oversee client engagement, service delivery, and relationship management.
• Ensure proactive client communication, including regular client visits and business reviews.
• Understand client expectations and marshal the right client services talent to meet those needs.
• Identify and execute account expansion opportunities and strategic partnerships.
• Work closely with sales and service teams to align client needs with business objectives.

HR & People Leadership

• Provide direct management of employees and contractors, fostering a high-performance culture.
• Oversee the implementation of a pan-India recruitment strategy that incorporates diversity through a multi-city strategy and ensures gender and geographical diversity.
• Create a world-class learning and development organization aligned to the highest industry standards while putting GlobalStep on the cutting edge of client services capability.
• Ensure that employee engagement and retention strategies support business growth.
• Structure compensation and workforce plans that balance competitiveness and cost efficiency.
• Drive alignment with GlobalStep’s brand and corporate culture.

Government & External Relations

• Act as GlobalStep’s representative to all government, semi-government, and non-governmental organizations.
• Lead negotiations on grants, subsidies, and other financial incentives to enhance competitiveness.
• Ensure compliance with regional labor laws, visa requirements, and regulatory frameworks.

Shared Services

• Create a center of excellence for every shared service including and not limited to: IT, Invoicing, Recruiting, Legal, Marketing, Training, Admin, and Procurement
• Implement strategies to leverage shared services as a means of enhancing operational excellence and cost competitiveness for GlobalStep

Cost Management & Competitive Strategy

• Ensure each location’s financial performance aligns with corporate goals while maintaining service excellence.
• Meet labor margin targets by optimizing pricing, wages, and workforce utilization.
• Drive cost efficiency and competitive positioning within the market.
• Management & Optimization of Operational Infrastructure
• Ensure all the infrastructure required for client service is optimized and balanced to client demand. This will include facilities, furniture & fixtures, test equipment, etc.
• Oversee the procurement function.
• Oversee real estate, office spaces, and infrastructure, ensuring cost-effectiveness.

Cross-Functional Collaboration

• Partner closely with functional leadership across finance, client services, HR, sales, and marketing to ensure strategic execution.
• Align operations with corporate objectives and global strategies.
• Ensure seamless communication across teams and with global executive leadership.

Qualification & Requirements

• 10+ years of senior leadership experience in business operations, HR, financial oversight, and strategic growth.
• Experience managing client relationships, service delivery, and business expansion.
• P&L oversight experience, with strong financial acumen in managing budgets and cost structures.
• Expertise in government relations, including negotiating grants, subsidies, and compliance with labor laws.
• Strong stakeholder management, with proven success in managing clients, teams, and external partnerships.
• Ability to drive operational efficiency, reduce costs, and improve service delivery.
• Strategic vision to understand and evangelize GlobalStep’s service ethos focused on intellectual rigor and client responsiveness

Preferred:

• Experience in the IT-enabled service industry.
• Knowledge of the gaming industry and a passion for gaming.
• Strong process-mapping and process-improvement expertise.
• MBA or advanced degree in Business, Finance, or a related field.

Benefits

• Insurance Benefits
• Retirement Benefits
• Vacation Policy
• Other Perks and Benefits…