Senior Program Manager - Energy

About the Role:-

We are building a high-growth, multi-vertical operations and comparison platform business and are looking for a Senior Program Manager to lead the Energy vertical. This is a leadership role with full ownership of business operations, P&L, process design, quality, compliance, and cross-functional execution for the energy business.

This is a hands-on leadership role, not a pure people management or strategy role. The selected candidate will be responsible for building processes from scratch, managing operations end-to-end, and driving revenue and operational performance for the vertical.

Key Responsibilities:-

1. Vertical Ownership & P&L Management

• Own end-to-end P&L for the Energy vertical.
• Drive revenue, profitability, and business growth for the vertical.
• Work closely with contact centre teams to improve sales performance, conversions, and revenue generation.
• Monitor business performance, identify gaps, and implement corrective actions.
• Track key metrics such as conversions, approvals, rejections, quality, and turnaround times.
• Work with retail and service partners to improve performance, plan offerings, and customer outcomes.

2. Process Design & SOP Development

• Map the entire operational workflow for the energy business from lead generation to final activation.
• Create Standard Operating Procedures (SOPs) from scratch for all operational processes.
• Establish process documentation, workflows, audit checkpoints, and escalation frameworks.
• Continuously improve and update SOPs to improve efficiency, quality, and scalability.
• Ensure processes are followed across operations, quality, and sales teams.

3. Contact Centre Collaboration & Sales Operations

• Work closely with contact centre teams aligned to the energy vertical.
• Provide guidance on sales scripts, processes, and plan updates.
• Analyse agent performance and conversion data.
• Identify training needs and operational improvements to improve sales performance.
• Ensure smooth coordination between operations and contact centre teams.

4. Quality & Compliance Management

• Own quality and compliance processes for all submissions and sales.
• Work closely with the Quality Manager to ensure quality checks are performed properly.
• Ensure adherence to regulatory and compliance requirements.
• Define quality frameworks, audit processes, and risk control mechanisms.
• Ensure proper separation between audit identification, actioning, and closure processes.

5. Technology & Product Collaboration

• Work with technology and product teams on system improvements, automation, and API integrations.
• Define business requirements for system changes and product enhancements.
• Support implementation of automation, dashboards, CRM changes, and operational tools.
• Understand technology integrations and operational requirements for platform improvements.

6. Team Leadership

• Build and manage a team supporting the energy vertical.
• Direct reports may include:
• Quality Manager
• Operations Specialist
• Data Analyst
• Provide direction, performance management, and team development.
• Build a culture of accountability, process discipline, and data-driven decision making.
• Team size may grow to 40–45 people over time

Eligibility Criteria:-

Mandatory Requirements

• MBA from a premier institution .
• 5-7 years of experience in operations, program management, business operations, or P&L roles.
• Demonstrated P&L ownership or revenue responsibility.
• Experience in operations management, process building, or program management.
• Strong cross-functional stakeholder management (technology, product, finance, compliance, operations).
• Must be hands-on and comfortable building processes from scratch.