Head of Business Operations

Role Summary

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.

The Head of Business 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.

Key Responsibilities

1. Business Strategy & Growth

Develop and execute the short- and long-term business strategy for Last Journey aligned with FNP Group’s larger vision.

Identify growth opportunities through new service verticals, city expansions, and collaborations with hospitals, NGOs, and spiritual organizations.

Drive profitability, operational efficiency, and scalability of the business.

2. Operations & Service Excellence

Oversee all end-to-end service delivery operations ensuring dignity, empathy, and timely assistance to clients and families.

Implement SOPs, quality standards, and process improvements across all service touchpoints.

Collaborate with technology and logistics teams to streamline bookings, dispatch, and coordination.

3. Financial & P&L Management

Own and manage the business P&L, budgeting, and financial forecasting.

Drive cost optimization while maintaining superior service quality.

Present monthly and quarterly business performance reviews to the leadership team.

4. People Leadership

Lead and mentor cross-functional teams across sales, operations, partnerships, and customer support.

Build a culture of empathy, accountability, and continuous improvement.

Collaborate with HR to design performance goals, training, and incentive programs.

5. Partnerships & Alliances

Develop strategic partnerships with hospitals, old-age homes, and local authorities.

Identify and onboard vendors for cremation, transport, floral décor, and related services.

Represent the brand in community outreach and CSR initiatives.

6. Brand & Customer Experience

Work closely with FNP’s marketing and PR teams to enhance brand presence and trust.

Ensure every service touchpoint reflects compassion, professionalism, and cultural sensitivity.

Monitor client feedback and drive improvements in the customer experience journey.

Required Technical Skills

Strong understanding of service operations, P&L management, and business scaling.

Experience in strategic planning, vendor management, and B2C service delivery models.

Working knowledge of digital platforms, CRM systems, and data-driven performance tracking.

Proficiency in budgeting, MIS, and reporting tools.

Soft Skills

Exceptional empathy and emotional intelligence to lead teams in a sensitive service domain.

Strong leadership and people management abilities.

Excellent communication and negotiation skills.

Strategic mindset with executional agility and resilience.

High sense of ethics, integrity, and cultural sensitivity.

Qualifications & Experience

Graduate or Postgraduate in Business Administration / Hospitality / Operations / Social Work / Management.

8–12 years of total experience with at least 4–5 years in a business leadership / P&L role.

Experience in hospitality, health & wellness, care services, logistics, emergency assistance or social impact organizations preferred.

Why Join Us?

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.