Job description:
We are seeking a dynamic and experienced professional to lead the Operations function of our NBFC. The Head of Operations will play a key strategic and executional role in ensuring smooth, compliant, and customer-centric operations across all verticals, including investment products, loan products, deposit products, and insurance offerings. The ideal candidate must be well-versed with RBI compliance and operational best practices in the financial services space.
Strategic Operations Management:
- Lead and oversee day-to-day operations across lending, investment, deposits, and insurance products.
- Develop and implement efficient, scalable processes to support business growth while ensuring regulatory compliance and customer satisfaction.
Compliance & Risk Management:
- Ensure full compliance with RBI guidelines and other regulatory requirements governing NBFC operations.
- Collaborate with compliance and risk teams to mitigate operational risks and enforce internal controls.
Product Operations Oversight
Manage back-office operations for:
- Loan Products: Personal, business, secured/unsecured loans.
- Investment Products: NCDs, Sub-debts, etc.
- Deposit Products: Fixed deposits, recurring deposits, etc.
- Insurance Products: Life, general, and health insurance processing and servicing.
Technology & Automation:
- Work closely with the technology team to implement digital transformation initiatives.
- Champion automation and process optimization projects to improve TAT and cost-efficiency.
Customer Experience & Service Delivery:
- Oversee client onboarding, servicing, disbursals, renewals, and query resolution.
- Establish SLAs and ensure high-quality service delivery across all touchpoints.
Team Leadership:
- Lead, mentor, and build a high-performing operations team.
- Foster a culture of accountability, excellence, and compliance.
Audit & Reporting:
- Liaise with auditors (internal/external) and ensure timely closure of audit findings.
- Prepare and present periodic reports to senior leadership and regulatory bodies as required.