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FBSPL
C_SUITE

Chief Operating Officer (COO)

FBSPLVisit website ↗·Posted 5 days ago

Location

Rajasthan, India

Required Skills

AISix Sigma

About the Role

Location: Udaipur, India (Global Role)


Company: Fusion Business Solutions Pvt. Ltd. (FBSPL)


About the Company
Fusion Business Solutions Pvt. Ltd. (FBSPL) is a global Business Process Management (BPM) and consulting organization delivering services across Insurance, Accounting, Data Annotation, Customer Support, and AI-led solutions.

With a strong presence in the USA, Canada, and the UK, FBSPL specializes in combining
People, Process, and Technology to drive operational efficiency, scalability, and business transformation for its clients.


Role Overview
We are seeking a dynamic and experienced Chief Operating Officer (COO) to lead and scale our global operations. The COO will be responsible for driving operational excellence, ensuring service delivery quality, improving profitability, and enabling AI-led transformation across all business units.

This role requires a strategic leader who can translate vision into execution while building scalable systems, strong teams, and high-performance operations.


Key Responsibilities


Operational Leadership
* Oversee end-to-end delivery across all service lines

  • • Ensure high-quality output with strong SLA adherence and accuracy standards

  • • Drive operational efficiency and standardization across teams


    • Process Excellence . Transformation

  • • Implement and scale structured process frameworks and SOPs

  • • Lead continuous improvement initiatives across operations

  • • Drive process optimization, particularly within insurance workflows


    • AI . Automation Integration

  • • Lead adoption of AI and automation across operational workflows

  • • Work closely with technology teams to embed AI into delivery models

  • • Identify opportunities to reduce manual effort and improve turnaround time


    • Client Success . Growth

  • • Ensure high client satisfaction, retention, and account growth

  • • Lead quarterly reviews and client engagement initiatives

  • • Partner with sales and customer success teams to drive upsell and cross-sell opportunities


    • Team Leadership . Development

  • • Build and manage a high-performing operations team

  • • Strengthen middle management and leadership pipeline

  • • Drive training, cross-skilling, and capability development initiatives


    • Financial . Performance Management

  • • Own operational KPIs including productivity, utilization, and cost efficiency

  • • Drive margin improvement through optimization and automation

  • • Ensure effective workforce planning and resource allocation


    • Governance . Compliance

  • • Ensure adherence to all internal and client compliance standards

  • • Strengthen quality assurance, audit, and risk management frameworks


    • Strategic Execution

  • • Work closely with leadership to execute business strategy

  • • Support expansion into new markets and service lines

  • • Drive alignment between operations, sales, and technology teams


    • Key Performance Indicators (KPIs)

  • • SLA adherence and service quality

  • • Client retention and growth

  • • Operational efficiency and utilization

  • • Gross margin improvement

  • • Automation and AI adoption metrics

  • • Employee engagement and retention


    • Qualifications . Experience

  • • 15–20. years of experience in BPO/BPM, ITES, or consulting environments

  • • Proven experience in managing large-scale operations (500. team size preferred)

  • • Strong background in process transformation and operational excellence

  • • Experience in insurance or financial services domain preferred


    • Skills . Competencies

  • • Strong operational and strategic thinking ability

  • • Experience in process improvement methodologies (Lean, Six Sigma preferred)

  • • Understanding of AI and automation in business operations

  • • Excellent leadership and team management skills

  • • Strong financial acumen and data-driven decision-making


    • Leadership Attributes

  • • High ownership and accountability

  • • Ability to drive execution in a fast-paced environment

  • • Strong problem-solving and decision-making capability

  • • Collaborative approach with cross-functional teams


    • Why Join FBSPL

  • • Opportunity to lead operations for a fast-growing global organization

  • • Exposure to international markets and clients

  • • Work at the forefront of AI-led business transformation

  • • Be a key part of the company’s growth and strategic direction

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