Website:
matchlabtalent.com
Job details:
Job Title: Operations Head
Location: Tardeo, Mumbai
Working days: Mon - Sat 10 AM to 6 PM (Sat WFH 10 AM to 2 PM)
About the Role:
The Operations Head at OQ is responsible for overseeing and streamlining the day-to-day operations of the agency to ensure seamless execution, optimal resource utilisation, and consistent delivery of high-quality work across all clients and teams. This role acts as a critical link between internal teams, clients, freelancers, and the founder, ensuring clarity, accountability, and smooth coordination at all times. The Operations Head owns operational excellence by managing workflows, monitoring capacity, resolving bottlenecks, maintaining quality standards, and enabling sustainable growth through better planning, feedback loops, and process improvements.
Responsibilities:
Operational Oversight & Workflow Management
- Track progress, follow up on delays, identify bottlenecks, and proactively resolve issues.
- Ensure all teams are aligned with timelines, priorities, and clients. commitments.
- Maintain clear operational systems for task tracking and accountability.
Capacity Mapping & Resource Planning
- Map team capacity across all services and identify overutilisation or underutilisation risks.
- Share timely indicators on when hiring is required or when business development needs to increase client inflow.
- Work closely with leadership to align capacity planning with growth goals.
Quality Control & Service Standards
- Oversee, maintain, and continuously improve the quality of work delivered across all services.
- Conduct regular QC checks on content, campaigns, and deliverables to ensure they meet brand and client standards.
- Identify recurring quality gaps and work with teams to fix them through better processes and clarity.
Quality Control & Process Excellence
- Conduct rigorous quality checks of all outputs (photoshoots, videos, AVs, props, and sets), ensuring brief compliance and brand standards.
- Optimise workflows, document process improvements, and lead adoption of new tools/technologies.
Client Coordination & Upselling Support
- Act as the bridge between internal teams and clients to ensure smooth communication and expectation-setting.
- Identify gaps, opportunities, and client needs that can be converted into upsell opportunities.
- Support client servicing and sales teams with operational insights for better proposals and scope expansion.
Feedback Management & Service Improvement
- Ensure feedback forms are collected from clients at defined milestones.
- Analyse feedback to improve service quality, processes, and delivery standards.
- Regularly update service structures to align with evolving client needs and industry standards.
Cross-Functional Collaboration
- Coordinate closely with creative, design, social, performance, and production teams.
- Ensure information flows seamlessly between teams to avoid miscommunication or delays.
- Act as a single operational point of contact for alignment across stakeholders.
Training, SOP Adherence & Process Enablement
- Train new employees on SOPs, internal workflows, tools, and systems to ensure faster onboarding and role clarity.
- Ensure all teams follow defined processes and operational standards consistently.
- Identify process gaps and update SOPs regularly to improve efficiency and reduce dependency on individuals.
Tactical Leadership, Tools & Efficiency Improvement
- Conduct regular tactical meetings with teams to review execution, resolve blockers, and realign priorities.
- Stay updated with new tools, systems, and operational technologies in the market.
- Evaluate, implement, and roll out tools that improve efficiency, visibility, collaboration, and delivery speed across teams.
Reporting & Founder Communication
- Maintain a regular summary of operational progress, challenges, risks, and wins.
- Share structured updates with the founder to keep leadership fully looped in.
- Provide insights and recommendations for improving efficiency, quality, and scalability.
Measurement Metrics
- Client Retention: Ability to retain and grow retainer clients.
- Operational Efficiency: Smooth task execution with minimal
delays and bottlenecks.
- Capacity Utilisation: Balanced workload and timely hiring or client acquisition indicators.
- Quality Consistency: Reduction in rework, errors, and client escalations.
- Client Satisfaction: Positive feedback and improved service ratings.
- Team Performance: Improved delivery timelines and coordination across teams.
- Reporting: Clear, consistent reporting and alignment on progress and priorities to the founder.
Click on Apply to know more.