Business Operations Lead

Position: Business Operations Lead

Location: Hyderabad (Preferred)
Type: Full-time
Reports to: Founding Team

At Legion Vittor, we're not just building a B2C product — With Aboin.app, we’re redefining the way NRIs stay connected to their families and maintain their assets in India.

As we scale, we’re looking for driven individuals who want more than just a job — they want to build meaningful systems, shape impactful journeys, and grow with a mission that matters.

Key Responsibilities:

1. Thrive in Ambiguity, Design & Improve Systems

• Lead the development of a structured operations framework, bringing clarity, logic, and repeatability to every process.
• Build processes, workflows, and SOPs from scratch where needed.
• Actively work across teams to implement better service models, tracking, and reporting.
• “Be a builder, not a follower”: Think in terms of solutions, not tasks

2. Internal Operations Management

“Own the full customer journey — from onboarding to service closure.”

• Take ownership of the entire lifecycle of a service:
• Booking → Execution → Issue Resolution → Feedback → Process Update
• Manage real-time escalations and prevent future recurrence
• Perform cold calling to clarify customer intent, complete onboarding, or offer assistance.
• Continuously evolve SOPs using a feedback loop mindset (Kaizen).

3. Partner/Vendor Training, Quality Control & SOP Development.

• Define eligibility, training, and protocols for our services and implement onboarding & training templates.
• Conduct partner/vendor audits and spot checks to maintain service quality
• Use findings to retrain, realign, or replace underperforming resources.

4. Customer Service & Experience.

“Build lasting relationships with returning customers.”

• Treat every customer not as a ticket number but as part of the Aboin family.
• Build rapport through human interactions, empathy, and understanding.
• Track and achieve CSAT/NPS goals by defining measurable satisfaction metrics and driving continuous improvements from customer feedback.

“Turn customers into Aboin ambassadors.”

• Deliver such high-quality service that happy customers become your marketing engine.
• Celebrate and document positive stories for internal team inspiration and external brand advocacy.

Qualifications:

• Degree in Hotel Management (MBA preferably in Healthcare Management or Operations Management) is a plus with 1–2 years of experience.
• Prior experience in healthcare, property management, Hotel management or field services is preferred.
• Strong communication skills in English + Telugu/Hindi.
• Experience with Excel/Google Sheets, Notion, AI tools & CRM tools.
• Familiarity with Lean, Six Sigma, or Kaizen methodologies is an added advantage.

Key Skills:

• Process design and operational scaling
• SOP creation, improvement, and training
• Strong documentation and reporting ability
• Team collaboration and cross-functional coordination
• Proactive communication and crisis management
• Customer empathy and relationship building
• Data-driven mindset and growth orientation

Mindset You Must Bring

• Builder's Mentality → You’re not waiting for instructions; you’re defining them
• Customer Obsession → You advocate for the user and strive to deliver wow moments
• Process Thinking → You reduce chaos through scalable systems and documentation
• Growth Orientation → You view every issue as a chance to improve. At Aboin, we value your thoughts and opinions — we're on your side, and we're invested in your growth as much as our own.
• Empathy-Driven → You see behind the ticket — into people’s lives and needs

Job Types: Full-time, Permanent

Pay: ₹300,000.00 - ₹400,000.00 per year

Schedule:

• Day shift

Work Location: In person