General Manager @ Globalstep

The General Manager, India is responsible for overseeing and driving GlobalStep s business operations across India, with direct responsibility for the existing operations in Pune, Guwahati, and any new operations that may be set up. This role has P&L oversight, direct management of employees and contractors, and accountability for cost strategies, client relations, and regional expansion. This role will also oversee a world-class shared services organization in India.

The General Manager will also manage client engagement and satisfaction, ensuring high-quality service delivery and driving strategic account growth in the region. Additionally, they will liaise with government bodies, oversee HR, facilities, and people development, and ensure operational efficiency of both client and shared services.

This is a high-impact leadership role, requiring a strategic, operational, and financial mindset to drive growth, profitability, and efficiency. The General Manager will be a part of the global leadership team and will also be responsible for deploying his/her functional capability Globally across various verticals.

Key Responsibilities

Business & Operational Leadership

• Oversee and manage GlobalStep operations, ensuring operational excellence and strategic alignment.
• Provide P&L oversight, working closely with the CFO and line-of-service leaders to ensure profitability and financial discipline.
• Oversee efficient utilization of company assets, including real estate, office spaces, and equipment.
• Ensure that the India operations are best-in-class pan India while also providing a compelling value proposition within the ecosystem of GlobalStep locations
• Develop and implement cost strategies that enhance GlobalStep s competitiveness.
• Optimize business processes to increase efficiency, reduce costs, and improve service delivery.

Client Engagement & Growth

• Act as the regional executive contact for clients.
• Ensure high client satisfaction and retention.
• Oversee client engagement, service delivery, and relationship management.
• Ensure proactive client communication, including regular client visits and business reviews.
• Understand client expectations and marshal the right client services talent to meet those needs.
• Identify and execute account expansion opportunities and strategic partnerships.
• Work closely with sales and service teams to align client needs with business objectives.

HR & People Leadership

• Provide direct management of employees and contractors, fostering a high-performance culture.
• Oversee the implementation of a pan-India recruitment strategy that incorporates diversity through a multi-city strategy and ensures gender and geographical diversity.
• Create a world-class learning and development organization aligned to the highest industry standards while putting GlobalStep on the cutting edge of client services capability.
• Ensure that employee engagement and retention strategies support business growth.
• Structure compensation and workforce plans that balance competitiveness and cost efficiency.
• Drive alignment with GlobalStep s brand and corporate culture.

Government & External Relations

• Act as GlobalStep s representative to all government, semi-government, and non-governmental organizations.
• Lead negotiations on grants, subsidies, and other financial incentives to enhance competitiveness.
• Ensure compliance with regional labor laws, visa requirements, and regulatory frameworks.

Shared Services

• Create a center of excellence for every shared service including and not limited to: IT, Invoicing, Recruiting, Legal, Marketing, Training, Admin, and Procurement
• Implement strategies to leverage shared services as a means of enhancing operational excellence and cost competitiveness for GlobalStep

Cost Management & Competitive Strategy

• Ensure each location s financial performance aligns with corporate goals while maintaining service excellence.
• Meet labor margin targets by optimizing pricing, wages, and workforce utilization.
• Drive cost efficiency and competitive positioning within the market.
• Management & Optimization of Operational Infrastructure
• Ensure all the infrastructure required for client service is optimized and balanced to client demand. This will include facilities, furniture & fixtures, test equipment, etc
• Oversee the procurement function.
• Oversee real estate, office spaces, and infrastructure, ensuring cost-effectiveness.

Cross-Functional Collaboration

• Partner closely with functional leadership across finance, client services, HR, sales, and marketing to ensure strategic execution.
• Align operations with corporate objectives and global strategies.
• Ensure seamless communication across teams and with global executive leadership.

Requirements

• 10+ years of senior leadership experience in business operations, HR, financial oversight, and strategic growth.
• Experience managing client relationships, service delivery, and business expansion.
• P&L oversight experience, with strong financial acumen in managing budgets and cost structures.
• Expertise in government relations, including negotiating grants, subsidies, and compliance with labor laws.
• Strong stakeholder management, with proven success in managing clients, teams, and external partnerships.
• Ability to drive operational efficiency, reduce costs, and improve service delivery.
• Strategic vision to understand and evangelize GlobalStep s service ethos focused on intellectual rigor and client responsiveness

Preferred:

• Experience in the IT-enabled service industry.
• Knowledge of the gaming industry and a passion for gaming.
• Strong process-mapping and process-improvement expertise.
• MBA or advanced degree in Business, Finance, or a related field.

Key Performance Indicators:

The success of the General Manager will be measured by:

• Innovation and Capability Enhancement for each Line of Service.
• Client Satisfaction & Engagement Maintaining strong relationships, improving service quality, and driving account growth.
• Financial Performance Meeting revenue and EBITDA targets while ensuring competitive labor costs.
• Labor Margin Optimization Ensuring workforce utilization, pricing strategies, and cost controls meet corporate goals.
• Operational Efficiency Reducing costs through process optimization and asset management.
• Regulatory Compliance & Risk Management Ensuring adherence to labor laws, visa requirements, and financial regulations.
• Employee Engagement & Retention Developing and retaining a high-performing workforce.

What we offer

• Competitive salary and benefits package.
• A rare opportunity to help build and shape a brand-new team
• A professional, fun, and supportive work environment