Business Head - Gateway Services

Work Location:
Chennai, Ambattur (Only in office, No Remote or hybrid)
Role Overview:
We are looking for a Business Head - Gateway Services to own the overall P&L, revenue growth, sales, operations, customer experience and profitability of the business.
The ideal candidate will have experience managing large-scale Sales and Operations teams and a proven track record of handling significant business revenue.
The role requires a strong combination of business acumen, strategic thinking, analytical ability, customer orientation, consultative selling and execution excellence.
Key Responsibilities:
Business & P&L:
- Own the complete business P&L, revenue, margins and profitability.
- Develop and execute business growth strategies.
- Drive revenue growth, productivity and cost optimization.
- Own forecasting, budgeting and business planning.
- Present business performance and growth plans to senior management.
Operations Leadership:
- Lead a large Operations team.

- Own service delivery, SLA, TAT, productivity and quality.
- Improve processes and operational efficiency.
- Reduce errors, refunds and escalations.
- Build scalable SOPs and operating mechanisms.
- Ensure Sales, Operations, Marketing, Product & Technology teams work as one integrated business unit.
Customer Experience:
- Build a strong customer-first culture.
- Understand customer needs, pain points and buying behavior.
- Improve CSAT, NPS and retention.
- Use customer feedback to improve processes and business outcomes.
- Ensure teams focus on solving customer problems rather than simply selling.
Strategy & Analytics:
- Identify new growth and revenue opportunities.
- Use data to drive business decisions.
- Track conversion, revenue, productivity, customer and profitability metrics.
- Build effective dashboards and business reviews.
- Identify gaps and translate insights into clear action plans.
Cross-Functional Leadership:
Work closely with Marketing, Product, Technology, Finance, HR, Customer Excellence, Admin.
- Partner with Marketing on lead quality, campaigns and revenue growth.
- Work with Product & Technology on automation, CRM and customer experience.
- Partner with Finance on P&L, pricing and profitability.
- Work with HR on organization, hiring, performance and leadership development.
- Collaborate with Customer Excellence to improve customer experience and retention.
- Drive strong alignment and execution across all support functions.
Key Success Metrics:
- Business: Revenue Growth, P&L, Profitability, Margins.
- Sales: Conversion, Revenue, Productivity, Cross-sell, Upsell.
- Operations: SLA, TAT, Productivity, Quality, Cost Efficiency.
- Customer: CSAT, NPS, Retention, Complaints.
- People: Productivity, Attrition, Engagement, Leadership Development.
Ideal Candidate:
They should be able to connect Strategy, People, Process, Technology, Customer, Revenue, and Profitability, and move seamlessly between strategic planning and hands-on execution.
Leadership Mindset:
Own the number. Understand the customer. Build the team. Fix the process. Use technology. Execute relentlessly.