Head of Operations
Job Title: Head of Operations
Experience: 12-15 Years
Company: Total Solutions Group (TSG)
Industry: Mystery Audit / Market Research
About Us
Total Solutions Group is a leading Mystery Audit and Market Research company, committed to delivering insights that drive customer experience and operational excellence. We work with top organizations across industries, offering end-to-end audit and research solutions that help brands grow stronger.
Position Overview
We are seeking an experienced and strategic Head of Operations to lead and manage the overall operations of our Mystery Audit and Market Research business. The ideal candidate will have 12-15 years of experience in Market Research, Consulting, or a similar field, with strong expertise in project management, client servicing, process optimization, and team leadership.
Key Responsibilities
· Oversee and manage end-to-end operations of the Mystery Audit division, ensuring seamless project execution.
· Lead and mentor cross-functional teams including project managers, field teams, and analysts.
· Design and implement operational strategies, SOPs, and best practices for efficiency and quality.
· Ensure timely delivery of client projects with high accuracy and adherence to agreed SLAs.
· Collaborate with Business Development and Project Managers teams to understand client requirements and translate them into effective operational plans.
· Monitor and analyze operational performance metrics, identifying areas for improvement.
· Manage vendor and auditor networks to ensure consistent quality and availability.
· Stay updated on industry trends, competitor activities, and emerging tools/technologies to drive innovation in processes.
· Drive cost optimization while maintaining service excellence.
· Report directly to senior leadership on operational performance and strategic goals.
Requirements
· Graduate/Postgraduate in Business Administration, Operations, or related field (MBA preferred).
· 12-15 years of proven experience in Market Research, Consulting, or Service Industry, with at least 8+ years in a leadership/operations management role.
· Strong knowledge of Mystery Audit operations and market research methodologies is highly desirable.
· Exceptional leadership, people management, and stakeholder management skills.
· Strong problem-solving, analytical, and decision-making abilities.
· Excellent communication and presentation skills.
· Proficiency in project management tools, reporting, and data analysis.
How to Apply:
Interested candidates may share their CVs mentioning current CTC, Expected CTC and Notice Period at shikha.choudhary@totalsolutions.in or may contact at 9810557348 for more details
Pay: ₹1,000,000.00 - ₹1,200,000.00 per year
Application Question(s):
- Do you have prior experience working with a mystery audit, research, or consulting firm?
- Have you worked in a client-facing role?
Work Location: In person
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