Operations Lead

The core responsibilities for the job include the following:

Strategic Operations Management:

Develop and implement operational strategies aligned with the company's business goals.

End-to-End Operations: Lead the development and execution of end-to-end digital lending operations, from onboarding customers to loan disbursement and servicing.

SOP and Process Development: Build and implement Standard Operating Procedures (SOPs), ensuring consistency, efficiency, and scalability across all operations.

Tech-Driven Lending: Drive the implementation of technology solutions to streamline processes, improve customer experience, and reduce operational costs and adopt industry best practices.

Focus on governance, and define and implement policies and controls.

Customer service and grievance handling:

Defining the customer service vision, mission, and overall experience strategy in alignment with business goals.

Mapping and improving the customer journey, including onboarding, support, and retention.

Handling complex queries and complaints, conducting root-cause analysis to prevent recurrence.

Working with CRM tools (e. g., Salesforce/Zoho), AI, and in-app tools to optimize customer efficiency and experience.

Set up appropriate customer grievance handling processes and ensure timeliness in handling grievances, escalation and reporting at an entity level

Team Leadership and Stakeholder Management:

Manage and scale the operations team, ensuring a culture of innovation, collaboration, and continuous improvement.

Foster a high-performance culture through training, mentoring, and performance management.

Work cross-functionally with business, product, tech, compliance, and risk teams to define and execute operational strategies that align with overall business goals.

Coordinate with senior management, establish industry connections, and maintain relationships with external stakeholders.

Regulatory Compliance and Risk Management:

Ensure full compliance with RBI and other regulatory authorities' guidelines.

Liaise with compliance, legal, and audit teams to ensure timely regulatory and other reporting, inspections, and audits.

Maintain documentation and processes to minimize operational and reputational risk.

Formulate appropriate MIS and reporting.

Requirements:

A bachelor's degree in engineering with a postgraduate degree in finance or management (MBA).

8-10 years in operational roles, some of which should have been in senior ops roles, with a background in large banks, NBFCs, and established FinTechs.

Deep understanding of NBFC business, regulatory environment, and operational nuances.

Strong leadership, communication, interpersonal, and analytical skills.

Ability to multitask and adopt a problem-solving approach.