Company: KOKA Software Technology Pvt. Ltd.
Location: Chennai, Tamil Nadu (On-site)
Employment Type: Full-Time
Experience: 8+ Years
Industry: SaaS, ERP, CRM, POS Software
About Us
KOKA Software Technology Pvt. Ltd. is a growing software company specializing in ERP, CRM, POS, Accounting, Inventory Management, and Business Automation solutions. We serve customers across multiple industries and are expanding our SaaS business in India and international markets.
We are seeking a highly capable General Manager – Operations to oversee and manage the company's day-to-day operations, ensuring smooth execution across Development, Customer Support, Sales, Marketing, HR, and Administration.
Role Summary
The General Manager – Operations will be responsible for driving operational excellence, team performance, process implementation, customer satisfaction, and overall business execution. This role reports directly to the Managing Director and will act as the central point of coordination across all departments.
Key ResponsibilitiesOperations Management
- Oversee daily business operations across all departments.
- Ensure smooth coordination between Development, Support, Sales, Marketing, HR, and Finance teams.
- Develop and implement operational policies, SOPs, and performance standards.
- Monitor organizational productivity and efficiency.
Team Leadership
- Lead and mentor department heads and team members.
- Conduct weekly and monthly review meetings.
- Track employee KPIs and departmental performance.
- Foster a high-performance and accountability-driven culture.
Customer Success & Service Delivery
- Ensure timely resolution of customer issues and escalations.
- Monitor customer satisfaction and retention metrics.
- Improve service delivery processes and support operations.
Project & Product Delivery
- Monitor software development and implementation timelines.
- Coordinate with project teams to ensure on-time delivery.
- Identify operational bottlenecks and implement corrective actions.
Business Performance
- Track revenue, operational costs, and business performance metrics.
- Prepare management reports and dashboards.
- Support business expansion initiatives and process improvements.
HR & Administration
- Coordinate recruitment, onboarding, and employee performance reviews.
- Ensure compliance with company policies and procedures.
- Support workforce planning and organizational development.
Required Qualifications
- Bachelor's Degree in Business Administration, Management, Engineering, Computer Science, or related field.
- MBA is preferred.
- Minimum 8 years of operational management experience.
- At least 3 years in a leadership role managing multiple departments.
- Experience in SaaS, Software, ERP, CRM, POS, or IT Services industries preferred.
- Strong leadership, communication, and decision-making skills.
- Excellent analytical and problem-solving abilities.
- Experience with KPI management and performance tracking.
Preferred Experience
- Managing software development and support teams.
- SaaS business operations.
- Customer success and service management.
- Process improvement and organizational scaling.
- ERP, CRM, POS, or enterprise software environments
Key Performance Indicators (KPIs)
- Departmental KPI Achievement
- Customer Satisfaction (CSAT)
- Customer Retention Rate
- Project Delivery Timeliness
- Support Ticket Resolution Performance
- Employee Productivity and Retention
- Revenue Growth Support
- Process Compliance and Operational Efficiency
What We Offer
- Leadership role with direct access to senior management.
- Opportunity to build and scale a growing software company.
- Career growth into Director of Operations or COO role.
- Performance-based incentives.
- Dynamic and collaborative work environment.
How to Apply
Submit your updated resume along with a brief summary of your operational leadership experience, including team size managed, departments overseen, and notable achievements in improving business performance.
Position: General Manager – Operations
Location: Chennai, Tamil Nadu
Company: KOKA Software Technology Pvt. Ltd.
Pay: ₹70,000.00 - ₹120,000.00 per month
Benefits:
- Cell phone reimbursement
- Flexible schedule
- Food provided
- Life insurance
- Provident Fund
Work Location: In person
