Responsible for all the function as an independent unit and is accountable for: • All Business Operations in Maintaining contact with the Mission, Finance, HR and Administration functions in coordination with Heads of Corporate Finance, HR and Administration respectively • Adherence as per SLAs with Mission • Implement, maintain and manage an effective system of controls for monitoring operational performance • Ensure Security of Operations • Ensure personal & professional development of team and provide for necessary trainings, seminars, sessions etc. • Ensure Internal Customer (Employee) Satisfaction • Responsible for adherence to agreed processes for all ICAC • Consistently achieve the SLAs through process enhancement, monitoring key deliverables and tracking key indicators of the business for the cities • Manage Security (Physical & Data) at the Application Centres and to ensure effective controls are in place to pre-empt any physical / data security breach incidents • Develop and influence relationships with key decision makers from the Mission • Conduct resource planning and allocation, manpower forecasting activities for the given cities on a regular basis • Ensure conduct of Product and Process Training to all staff on a regular basis through coaching and development • Ensure employee satisfaction survey match company expectations