KritiLabs Technologies - Head - Operations & Delivery

Key Responsibilities:

Customer Relationship Management

- Maintain strong, strategic relationships with key customer stakeholders to ensure seamless planning and execution of deliverables.

- Foster customer trust and engagement to facilitate timely invoice clearance and support effective payment collection.

- Act as a point of escalation for operational or service delivery issues to ensure customer satisfaction.

Account Mining & Solution Development

- Communicate Knowledge Lab (KL) initiatives in new solution development and proactively discuss relevant use cases with customers.

- Identify opportunities for account mining and drive value-added services to enhance customer engagement.

Engineering & Operational Excellence

- Evaluate the implementation of engineering initiatives in coordination with Assistant Managers.

- Periodically review adherence to defined operational processes and recommend modifications to enhance efficiency and delivery standards.

Team Development & Reporting

- Train and mentor Assistant Managers and Field Executives in relationship management, reporting, and standardized MIS practices.

- Ensure consistent and accurate submission of operational data and reports.

Process Optimization & Compliance

- Recommend and implement process improvements in alignment with customer expectations and operational effectiveness.

- Drive continuous improvement culture across operational units.

Cost & Budget Management

- Prepare and monitor delivery budgets; track and analyze variances to control operational costs.

- Identify cost optimization strategies without compromising service quality.

MIS & Performance Monitoring

- Generate and maintain customer-wise MIS reports to support management in decision-making.

- Track and evaluate customer-wise profitability; lead at least two effectiveness improvement initiatives per quarter.

Payment Collection Oversight

- Monitor customer accounts for outstanding payments and lead proactive follow-ups for timely collection.

- Coordinate with finance and customer teams to resolve disputes or issues delaying payments.

- Establish and track metrics for DSO to improve cash flow health.