Job Description

Company DescriptionWhat's Red Points all about?Red Points is the most widely used solution to recover digital revenue. Over 1.000 companies rely on our platform to fight counterfeits, piracy, impersonation, and distribution abuse. They leverage Red Points to take back the revenue thats rightfully theirs. With 270+ professionals and offices in New York, Barcelona, Beijing, and Salt Lake City, Red Points has disrupted an industry traditionally led by service providers with a scalable, cost-effective solution.Our B Corp certification reinforces our commitment to making a positive impact on the world.Be part of the change: join us on our mission to make the Internet a safer place!The India Country Manager will be responsible for establishing and managing the companys Indian operations for a managed services team, aligning the structure and objectives with the global organization headquartered in Spain. This role focuses on building a high-performance team, overseeing production, driving process improvement, and ensuring operational excellence to meet SLAs and impact on customer base retention.Key Responsibilities:1. Team Leadership and Management

• Team Setup: Recruit, onboard, and build a skilled team capable of delivering high-quality services / tasks in alignment with company objectives.
• Culture Building: Foster a culture of accountability, teamwork, and continuous improvement within the Indian operations team. Ensure Red Points company values are integrated.
• Enhanced Communication: Maintain open communication channels across countries, teams and departments to ensure collaboration and alignment.
• Operational structure: Replicate the Operational structure and practices within the Indian operations to ensure seamless integration with the company.

2. Production Oversight and Control

• Daily Operations Supervision: Oversee Day-to-Day Operations with execution leaders to supervise the daily activities of the each unit, focusing on Performance and Quality
• KPI and SLAs Monitoring: Track and analyze key performance indicators (KPIs) to ensure operational efficiency and adherence to SLAs.
• Risk Mitigation: Develop proactive strategies and implement capacity planning to address operational risks effectively.
• Capacity Planning: Create and manage dynamic capacity models to ensure sufficient resources for current and future operations. Collaborate with stakeholders to adjust plans based on shifts in volume, workforce, or client demands.

3. Process Improvement and Innovation

• Process Optimization: Lead initiatives to streamline processes and enhance operational efficiency.
• Empower Innovation: Work closely with Barcelona based managers and leads to encourage and implement process enhancements that boost effectiveness ensuring both organizations are aligned in processes and decision-making processes.
• Service Excellence: Ensure consistent delivery of services that meet or exceed SLAs, maintaining high client satisfaction.

QualificationsHard Skills

• Production Control and process improvement methodologies: Proficiency in Lean Management or other methodologies to control the performance and quality.
• Data Analysis: Strong analytical skills for interpreting operational data and making data-driven decisions.
• Financial Management: Competence in managing budgets, optimizing resource allocation, and driving profitability.
• BPO industry: knowledge of BPO industry as is part of the current company Operational organization.

Soft Skills

• Leadership:

• Proven ability to lead and inspire teams across diverse functions.
• Experience driving organizational change and aligning teams with a shared vision.
• Communication:

• Excellent verbal and written communication skills for interacting with diverse stakeholders.
• Ability to explain complex operational concepts to non-technical audiences.
• Cultural Intelligence:

• Ability to recognize, understand, and adapt to cultural differences in values, behaviors, communication styles, and work ethics, while considering diverse perspectives to foster effective collaboration and decision-making across cultures.
• Skilled in mediating disputes and fostering a collaborative environment.
• Decision-Making:

• Ability to make informed decisions quickly in dynamic environments.
• Confidence in making critical, high-stakes decisions under uncertainty.
• Adaptability:

• Flexibility to adjust operations in response to shifting business conditions.
• Eagerness to embrace innovation and continuous improvement.
• Emotional Intelligence:

• High self-awareness, empathy, and interpersonal skills to build strong team dynamics and client relationships.
• Ability to handle stress effectively and maintain composure under pressure.

Key Performance Indicators (KPIs) * Team Establishment: Successfully recruit, onboard, and stabilize a high-performing team within the first 12 months.

• Risk Management: Develop and execute proactive risk mitigation strategies with demonstrable success.
• Operational Excellence: Maintain or exceed SLAs consistently by production control and process improvement.
• Client retention: ensure SLAsand service quality standards are met to ensure contract renewal, adopt alert systems to proactively mitigate risks.

Additional InformationA part of being B-corp certified, we are an equal opportunity employer and value diversity at our company. We encourage all applicants, regardless of race, religion or belief (if any), color, nationality, ethnic or national origin, gender, gender identity, pregnancy and maternity, sexual orientation, age, marital and civil partnership status, or disability status.If you think this is the right move for you and you match the description, just apply! We'll get in touch with you for an interview if you are one of the selected candidates.

Red Points