Designation: Business Growth & Operations Manager
Location: Pune, Maharashtra
Employment Type: Full-Time
Work Mode: 100% Work From Office
Working Days: Monday to Friday
Shift: Night Shift – aligned with US business hours
Department: Business Development & Operations
Reports To: Management
About the Role: We are looking for a proactive, commercially driven, and highly organised Business Growth & Operations Manager who will take ownership of the entire client lifecycle - from identifying business opportunities and acquiring new clients to onboarding, servicing, retention, and generating repeat business.
The individual will be responsible for actively searching for new business opportunities, identifying potential clients, initiating conversations, developing relationships, converting prospects into clients, and bringing new business to the company.
Once a client is acquired, the individual will continue to manage the client relationship and coordinate the complete lifecycle, ensuring a smooth transition from acquisition to onboarding and ongoing service delivery.
In addition to business growth and client management, the role will oversee office coordination, team coordination, productivity tracking, performance monitoring, and employee incentive calculations.
Key Responsibilities:
1. Business Growth & Client Acquisition
· Proactively search for and identify new business opportunities through online research, networking, referrals, industry platforms, outbound outreach, existing contacts, and other relevant channels.
· Research target markets, industries, companies, and potential clients to identify opportunities aligned with the company's services.
· Build and maintain a database of prospective clients and business opportunities.
· Initiate contact with prospective clients through appropriate channels.
· Generate, qualify, and develop leads into genuine business opportunities.
· Understand the prospect's business, requirements, challenges, and potential areas where the company can provide value.
· Schedule and conduct initial discussions with prospective clients.
· Build relationships with decision-makers and key stakeholders.
· Prepare and coordinate proposals, presentations, quotations, and commercial discussions.
· Follow up consistently with prospects and manage opportunities through the complete sales cycle.
· Negotiate with prospective clients within approved company guidelines.
· Convert qualified prospects into paying clients and bring new business to the company.
· Maintain an accurate and updated sales pipeline.
· Track all leads, opportunities, discussions, proposals, follow-ups, and closures.
· Meet assigned business development and client acquisition targets.
· Identify opportunities for referrals, partnerships, repeat business, upselling, and cross-selling.
2. Complete Client Lifecycle Management
The Business Growth & Operations Manager will be responsible for managing the entire lifecycle of clients from acquisition to ongoing relationship management.
Client Acquisition
· Identify and convert prospective clients into new clients.
· Ensure all commercial and business requirements are clearly agreed before onboarding.
Client Onboarding
· Manage the complete onboarding process for newly acquired clients.
· Collect all required client information, documents, requirements, specifications, and commercial details.
· Ensure complete and accurate documentation before work begins.
· Coordinate the handover from acquisition to the relevant internal team.
· Ensure the internal team has complete clarity regarding client requirements, scope, timelines, and deliverables.
· Set appropriate expectations with the client regarding communication, timelines, and responsibilities.
Client Servicing
· Act as a key point of contact for clients.
· Maintain regular communication and build strong, long-term relationships.
· Understand ongoing client requirements and coordinate with internal teams for timely execution.
· Track client requests, issues, complaints, and pending actions.
· Ensure client requirements are followed through to completion.
· Proactively communicate delays, changes, or potential issues.
· Monitor service quality and ensure agreed deliverables are met.
· Resolve or coordinate resolution of client concerns and escalations.
Client Retention & Growth
· Maintain strong relationships to encourage long-term client retention.
· Regularly engage with existing clients to understand new requirements and upcoming opportunities.
· Identify opportunities for repeat business, upselling, cross-selling, and additional services.
· Generate additional business from existing clients wherever possible.
· Maintain accurate records of client interactions, requirements, opportunities, and commitments.
· Ensure clients receive a consistent and professional experience throughout their relationship with the company.
3. Business Pipeline & Revenue Management
· Maintain a structured and up-to-date business pipeline.
· Track prospects from initial identification through qualification, proposal, negotiation, closure, and onboarding.
· Monitor conversion rates and identify gaps in the sales process.
· Maintain regular follow-ups to ensure opportunities do not become inactive.
· Prepare business development and revenue reports for management.
· Track new business acquired and revenue generated.
· Analyse sources of business and identify the most effective acquisition channels.
· Recommend new methods and channels for generating business.
4. Office Coordination
· Oversee day-to-day office operations and ensure all office-related tasks are completed on time.
· Coordinate maintenance, housekeeping, supplies, repairs, and other routine office requirements.
· Follow up on pending office tasks and ensure timely closure.
· Coordinate with vendors and service providers as required.
· Escalate delays, issues, or requirements requiring management approval.
· Ensure the office remains organised, functional, and professionally maintained.
· Ensure all office-related budgets, costs, purchases, and other financial or operational approvals are obtained from Management before proceeding.
5. Team Management & Coordination
· Coordinate the day-to-day activities of the assigned team.
· Ensure work is allocated according to priorities and business requirements.
· Monitor task allocation, completion, deadlines, and pending work.
· Follow up on delayed, incomplete, or overdue tasks.
· Ensure employees remain accountable for their assigned responsibilities.
· Coordinate between teams and departments to prevent communication gaps.
· Identify workload and resource issues and escalate them to management.
· Conduct regular team follow-ups and operational reviews.
· Support management in maintaining discipline, accountability, and workplace standards.
· Identify performance gaps and recommend corrective actions.
· Assist in identifying training and development requirements.
6. Productivity & Performance Tracking
· Establish and maintain daily, weekly, and monthly productivity trackers for relevant teams.
· Monitor individual and team productivity against assigned targets, KPIs, and responsibilities.
· Track tasks assigned vs. completed, deadlines and turnaround times, pending and overdue tasks, individual and team productivity, quality/performance metrics, client deliverables, business development performance, leads generated, opportunities developed, client acquisition, and business generated.
· Maintain accurate and up-to-date productivity records.
· Analyse productivity data and identify recurring delays or performance gaps.
· Prepare regular productivity and performance reports for management.
· Highlight exceptional performance as well as underperformance.
· Ensure performance data is based on documented and verifiable information.
7. Incentive Calculation & Performance Management
· Maintain accurate records required for monthly/quarterly incentive calculations.
· Calculate employee incentives based on approved company incentive structures and performance metrics.
· Verify achievement against applicable targets and KPIs.
· Cross-check productivity, sales, collections, client performance, or other applicable parameters before calculating incentives.
· Prepare incentive calculation sheets for management review and approval.
· Ensure incentive calculations are accurate, transparent, and supported by appropriate records.
· Maintain historical incentive records for reference and audit purposes.
· Coordinate with HR, Accounts, or Payroll for approved incentive payouts.
· Identify discrepancies or inconsistencies in performance data and report them to management.
· Ensure incentives are calculated strictly according to company-approved policies and guidelines.
8. Reporting & Management Support
· Prepare daily, weekly, and monthly business and operational reports.
· Provide management with regular updates on new business opportunities, leads and sales pipeline, client acquisition, new clients, client onboarding, client servicing, client retention, repeat business, client issues and escalations, team productivity, pending tasks, operational issues, employee performance, and incentive calculations.
· Maintain dashboards, trackers, and reports required for management review.
· Analyse business and operational data and highlight important trends.
· Recommend process improvements to increase business growth, efficiency, and productivity.
· Support management with business and operational projects as required.
Key Performance Indicators (KPIs)Business Growth & Client Acquisition
· Number of new business opportunities identified
· Qualified leads generated
· New clients acquired
· Revenue generated from new clients
· Lead-to-client conversion rate
· Sales pipeline value
· Follow-up effectiveness
· Achievement of business development targets
Client Lifecycle Management
· Client onboarding turnaround time
· Client retention
· Client satisfaction
· Resolution time for client issues
· Repeat business
· Upselling and cross-selling
· Revenue generated from existing clients
Operations
· Timely completion of operational activities
· Accuracy of reports and trackers
· Office efficiency
· Vendor and administrative coordination
· Process adherence
Team Management
· Individual and team productivity
· Task completion rate
· Deadline adherence
· Reduction in pending/overdue work
· Employee accountability
· Quality of work
Incentive Management
· Accuracy of incentive calculations
· Timely submission of incentive reports
· Proper documentation and verification
· Minimal calculation discrepancies
Mandatory Skills & Competencies
· Excellent English communication skills — both verbal and written — are mandatory.
· Prior experience handling international clients, specifically US-based clients, is mandatory.
· Ability to confidently communicate with US clients through calls, emails, virtual meetings, and day-to-day business communication.
· Strong understanding of professional communication standards and business etiquette when dealing with US clients.
· Strong business development and client acquisition skills.
· Strong research and prospecting abilities.
· Strong client-facing and relationship-management skills.
· Excellent sales, negotiation, and follow-up abilities.
· Strong commercial awareness and business understanding.
· Excellent organisational and time-management skills.
· Ability to manage the complete client lifecycle.
· Strong analytical and numerical skills.
· Proficiency in Microsoft Excel / Google Sheets.
· Ability to create and maintain productivity and performance trackers.
· Strong people-management and coordination skills.
· Strong attention to detail, particularly for performance and incentive calculations.
· Strong problem-solving and decision-making abilities.
· Ability to manage multiple responsibilities and priorities simultaneously.
· Ability to work independently with minimal supervision.
· High level of ownership, integrity, accountability, and professionalism.
Education & Experience
Education: Bachelor's degree in Business Administration, Management, Commerce, or a related field preferred.
Experience: 3–6 years of relevant professional experience in business development, sales, client acquisition, account management, client servicing, or business operations.
International client experience is required, with prior experience handling US-based clients being mandatory.
· Prospecting and identifying new business opportunities
· Acquiring new clients
· Managing client relationships
· Managing the complete client lifecycle
· Working directly with international/US clients
· Managing client expectations and resolving issues
· Driving repeat business and client retention
· Coordinating teams and internal operations
Candidates with experience combining business development + client management + operations/team coordination will be strongly preferred.
Work Schedule & Work Environment
· This is a full-time, 100% work-from-office position based in Pune.
· Working days are Monday to Friday.
· The position requires working a night shift aligned with US business hours.
· The candidate must be comfortable working regular night shifts and maintaining availability during US business hours.
· The role requires regular interaction with US-based clients, prospects, internal teams, and management during the assigned shift.
· This is not a work-from-home or hybrid role.
Ideal Candidate
The ideal candidate is someone who can find business, win business, manage clients, retain clients, grow existing accounts, and keep the business and team running efficiently.
This person should be comfortable taking ownership from the moment a potential business opportunity is identified until the client is acquired, onboarded, serviced, retained, and developed into a long-term business relationship.
The role requires someone who is sales-oriented but also operationally strong, with the ability to manage people, processes, clients, data, and performance.
Strong ownership, initiative, commercial awareness, excellent English communication, US client-handling experience, persistence, follow-through, attention to detail, and accountability are essential for success in this role.t
Job Type: Full-time
Pay: Up to ₹1,300,000.00 per year
Ability to commute/relocate:
- Baner, Pune, Maharashtra: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- Current Fix CTC?
- Notice Period?
- CTC Expectation?
- This role will handle business acquisition + management + client servicing + handle office operations.
Experience:
- Business development: 7 years (Required)
Language:
- English (Required)
- Fluent Written & Spoken English (Required)
Location:
- Baner, Pune, Maharashtra (Required)
Shift availability:
Work Location: In person
