Head of Business Operations

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<p><strong>Role Summary</strong></p><p>Last Journey, an initiative by Ferns N Petals, is a pioneering end-to-end funeral management and bereavement assistance service, committed to delivering dignified, compassionate, and organized last rites solutions.</p><p>The <strong>Head of Business </strong>will serve as the strategic and operational leader for Last Journey — driving business growth, operational excellence, and service innovation. This role demands a balance of empathy, business acumen, and executional agility. The incumbent will be responsible for P&L management, brand development, expansion strategy, partnerships, and team leadership across regions.</p><p><strong>Key Responsibilities</strong></p><p>1. Business Strategy & Growth</p><ul><li>Develop and execute the short- and long-term business strategy for Last Journey aligned with FNP Group’s larger vision.</li><li>Identify growth opportunities through new service verticals, city expansions, and collaborations with hospitals, NGOs, and spiritual organizations.</li><li>Drive profitability, operational efficiency, and scalability of the business.</li></ul><p>2. Operations & Service Excellence</p><ul><li>Oversee all end-to-end service delivery operations ensuring dignity, empathy, and timely assistance to clients and families.</li><li>Implement SOPs, quality standards, and process improvements across all service touchpoints.</li><li>Collaborate with technology and logistics teams to streamline bookings, dispatch, and coordination.</li></ul><p>3. Financial & P&L Management</p><ul><li>Own and manage the business P&L, budgeting, and financial forecasting.</li><li>Drive cost optimization while maintaining superior service quality.</li><li>Present monthly and quarterly business performance reviews to the leadership team.</li></ul><p>4. People Leadership</p><ul><li>Lead and mentor cross-functional teams across sales, operations, partnerships, and customer support.</li><li>Build a culture of empathy, accountability, and continuous improvement.</li><li>Collaborate with HR to design performance goals, training, and incentive programs.</li></ul><p>5. Partnerships & Alliances</p><ul><li>Develop strategic partnerships with hospitals, old-age homes, and local authorities.</li><li>Identify and onboard vendors for cremation, transport, floral décor, and related services.</li><li>Represent the brand in community outreach and CSR initiatives.</li></ul><p>6. Brand & Customer Experience</p><ul><li>Work closely with FNP’s marketing and PR teams to enhance brand presence and trust.</li><li>Ensure every service touchpoint reflects compassion, professionalism, and cultural sensitivity.</li><li>Monitor client feedback and drive improvements in the customer experience journey.</li></ul><p><strong>Required Technical Skills</strong></p><ul><li>Strong understanding of service operations, P&L management, and business scaling.</li><li>Experience in strategic planning, vendor management, and B2C service delivery models.</li><li>Working knowledge of digital platforms, CRM systems, and data-driven performance tracking.</li><li>Proficiency in budgeting, MIS, and reporting tools.</li></ul><p><strong>Soft Skills</strong></p><ul><li>Exceptional empathy and emotional intelligence to lead teams in a sensitive service domain.</li><li>Strong leadership and people management abilities.</li><li>Excellent communication and negotiation skills.</li><li>Strategic mindset with executional agility and resilience.</li><li>High sense of ethics, integrity, and cultural sensitivity.</li></ul><p><strong>Qualifications & Experience</strong></p><ul><li>Graduate or Postgraduate in Business Administration / Hospitality / Operations / Social Work / Management.</li><li>8–12 years of total experience with at least 4–5 years in a business leadership / P&L role.</li><li>Experience in hospitality, health & wellness, care services, logistics, emergency assistance or social impact organizations preferred.</li></ul><p><strong>Why Join Us?</strong></p><p>At Last Journey, you’ll lead a purpose-driven business that blends compassion with innovation. Backed by FNP Group’s legacy of trust and service excellence, you’ll help redefine how India experiences and manages end-of-life services — with dignity, care, and professionalism.</p>

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