Job Description
Profile : Chief Operating Officer (COO)
Function : Operations & Delivery Excellence
Direct Reporting to : Managing Director & CEO
Direct Report Count : 20+ and evolving
Location : Noida
About GreenCall: GreenCall Technology Pvt. Ltd. (established in 2021) is a technology-enabled services organisation with an annual turnover of ₹50 Cr+, growing at a fast paced trajectory, delivering scalable, compliance-driven solutions across workforce management, digital service delivery, and operations.
The company carries the prestigious empanelment with NICSI (National Informatics Centre Services Incorporated) under the Ministry of Electronics and Information Technology (MeitY), Government of India, and with HARTRON (Haryana State Electronics Development Corporation Ltd.), Government of Haryana, the gateway to infinite project opportunities with Central & State governments and the PSUs.
GreenCall Technology’s current product portfolio includes JustJob, LiveSkills and GreenHR, tech platforms that deliver large-scale employment, skilling,secure web and mobile application solutions. With a strong focus on process excellence, brilliance in execution and impact-led delivery, the organisation bridges technology with on-ground delivery to support national and institutional priorities.
The Role: The Chief Operating Officer (COO) will lead the end-to-end operations and ensure flawless execution across GreenCall Technology’s businesses and Government/PSU engagements. He shall be translating strategic growth objectives into scalable execution models that ensure delivery excellence, profitability, governance, and compliance. The role will bring about cross-functional collaboration essential for project delivery, product operations, customer success, PMO, and compliance, while building a growth-ready operating structure.
This position carries a clear mandate to drive a 10X scale-up over the next 12 months through sharper execution and predictable revenue operations.
Roles & Responsibilities:
A. Strategy to Execution (10X Growth)
- Translate the annual growth plan into quarterly execution roadmaps, OKRs, budgets, and capacity plans.
- Build a growth-ready operating model with clear org structure, PMO cadence, performance metrics, and execution playbooks.
B. Program & Project Delivery Excellence (Govt/PSU + Enterprise)
- Own end-to-end delivery of Government/PSU and enterprise projects from kickoff to post-go-live with strong governance and SLA adherence.
- Ensure tight bid-to-delivery handover, milestone control, documentation discipline, and billing readiness.
C. Product Operations (JustJob, LiveSkills, GreenHR)
- Drive execution rhythm across releases, QA, uptime, and roadmap alignment while improving platform reliability and scalability.
- Strengthen onboarding, adoption, engagement, and customer success outcomes across products.
D. Revenue Operations & Unit Economics
- Own operational levers impacting revenue realization, renewals, upsell readiness, and delivery quality.
- Improve unit economics through margin optimization, cost control, and utilization management in partnership with Sales and Finance.
E. Governance, Compliance & Empanelment Leverage
- Institutionalize compliance frameworks aligned with Government/PSU norms and empanelment requirements.
- Ensure audit readiness, security hygiene, and standardized reporting while leveraging NICSI and HARTRON empanelment.
F. People Leadership & Productivity
- Build and lead high-performance teams with clear KRAs, scorecards, accountability, and leadership development.
- Drive capability building and productivity norms to support multi-project and multi-state execution.
G. Process, Systems & Automation
- Establish standardized SOPs, templates, dashboards, and MIS across PMO, delivery, support, escalations, billing, and compliance to improve visibility and control.
- Strengthen systems and tools for execution tracking, automation, and integration (project management tools, CRM, service desk) to reduce cycle times and eliminate operational leakage.
Success Metrics (KPIs)
1. Revenue operations: Implementation cycle time, renewal rate, expansion/upsell enablement, forecast accuracy
2. Delivery: On-time/on-budget delivery %, milestone acceptance rate, SLA adherence, CSAT/NPS
3. Quality: Defect leakage, incident frequency, uptime, support TAT
4. Financial: Gross margin improvement, delivery cost control, utilization %, cash conversion support (billing readiness)
5. Governance: Audit readiness, documentation completeness, compliance adherence across projects
6. People: Leadership bench strength, attrition control in key roles, performance scorecard adherence
30–60–90 Day Outcomes
1. First 30 Days
a. Diagnose current ops: delivery health, pipeline handover, product stability, support performance, cost drivers.
b. Set PMO cadence, dashboards, and escalation mechanisms.
c. Identify top 10 operational bottlenecks blocking growth.
2. By 60 Days
a. Implement SOPs, templates, and governance rhythms.
b. Stabilize delivery + support SLAs and improve implementation speed.
c. Finalize org structure/capacity plan for 10X growth.
3. By 90 Days
a. Launch scale playbooks for Govt/PSU and product rollouts.
b. Improve predictability: project delivery, release cadence, renewals, MIS discipline.
c. Demonstrate measurable improvement across 5–7 core KPIs.
Ideal Candidate Profile
1. 12–18+ years in operations/program delivery leadership in B2B SaaS/IT services/Govt- /PSU Tech projects.
2. Strong experience running multi-project delivery with PMO rigor and cross-functional leadership.
3. Comfort with Government tender/project environments: milestones, acceptance, compliance, documentation.
4. Strong understanding of product operations: onboarding, adoption, reliability, customer success.
5. Track record of scaling teams and processes in high-growth environments (startup-to-scale-up experience preferred).
6. Execution excellence, structured problem-solving, and sharp prioritization
7. PMO rigor, stakeholder management, and escalation handling
8. Financial discipline and margin mindset
9. Strong communication: with leadership, clients, and internal teams
10. Process building + automation orientation
11. High ownership, pace, and accountability culture-building