Head of Operations – Capital Markets / Financial Services
Location: Mumbai
Reporting to: Founder & Managing Partner
Experience Required: 10 – 15 years
Employment Type: Full-time, On-site
About Trustwell
Trustwell is India’s leading proxy solicitation and investor communication firm. We manage critical shareholder outreach programmes for Rights Issues, Open Offers, Buybacks, Delisting, AGM/EGM and Postal Ballot voting, shareholder contact programmes, and other capital-market transactions.
Our clients include listed companies, promoters, investment bankers, and registrars who rely on us for accurate and timely execution under strict regulatory deadlines.
About the Role
We are looking for an experienced operations leader to take complete ownership of client delivery and day-to-day operations.
The Head of Operations will lead project execution, manage teams, improve productivity, strengthen operational controls, and build scalable systems and processes. The role requires regular interaction with senior stakeholders, including CEOs, CFOs, Promoters, Company Secretaries, Investment Bankers, and Registrars.
This position is expected to evolve into a Chief Operating Officer (COO) role as Trustwell continues to scale.
Key Responsibilities
- Own the end-to-end execution of all client assignments, from planning to closure.
- Lead Team Leaders, Calling Teams, MIS, QA, and future delivery teams.
- Prepare project plans, manpower allocation, and capacity-planning schedules.
- Conduct daily operational reviews and monitor productivity, quality, turnaround time, and SLAs.
- Recruit, coach, and develop high-performing operations teams.
- Build and implement SOPs, dashboards, automation, and continuous-improvement initiatives.
- Ensure strict compliance with client-approved scripts, processes, and internal controls.
- Identify project risks and manage escalations and resolutions within defined timelines.
- Independently handle operational discussions and escalate only strategic matters to the Founder.
Client and Stakeholder Management
- Act as Trustwell’s senior operational representative.
- Present project progress and strategic updates to senior client stakeholders.
- Conduct review meetings and confidently address operational queries using data-driven insights.
- Build long-term client confidence through responsiveness, professionalism, and reliable execution.
- Maintain strong working relationships with listed companies, investment bankers, registrars, and other stakeholders.
Key Performance Indicators
- On-time completion of all client assignments.
- High client satisfaction and repeat engagements.
- Improved team productivity and resource utilisation.
- Strong employee hiring, retention, and leadership development.
- Zero material compliance lapses.
- Reduced Founder involvement in day-to-day execution.
- Successful implementation of scalable systems and measurable process improvements.
Candidate Profile
- 10–15 years of experience in operations, including significant leadership responsibility.
- Experience managing process-driven teams of at least 20–30 employees.
- Experience in financial services, banking, capital markets, RTAs, insurance, BPO/KPO, or another regulated environment is preferred.
- Strong project-management, workforce-planning, and problem-solving capabilities.
- Excellent communication skills and the ability to interact confidently with senior executives.
- Strong ownership mindset with the ability to perform under strict regulatory and client deadlines.
- Ability to build processes, controls, dashboards, and scalable operating systems.
- MBA preferred but not mandatory.
First 30–60–90 Days
First 30 Days
- Understand Trustwell’s business, clients, ongoing projects, processes, and team dynamics.
First 60 Days
- Independently manage ongoing delivery reviews.
- Implement operational dashboards.
- Identify productivity and process-improvement opportunities.
First 90 Days
- Take ownership of day-to-day operations with minimal Founder involvement.
- Initiate measurable process improvements and strengthen operational controls.
Career Opportunity
This is a leadership opportunity to build and lead the operations function of India’s leading proxy solicitation and investor communication firm. The successful candidate will play a central role in Trustwell’s next phase of growth, with the opportunity to progress into the position of Chief Operating Officer (COO).
Pay: ₹2,000,000.00 - ₹3,000,000.00 per year
Work Location: In person
