Senior Operations Manager

About the Role:

We are seeking an experienced Operations leader to head the Compliance and Customer Servicing functions. The role involves building and leading a high-performing team, establishing robust processes and controls, and driving operational excellence across the lending lifecycle.

KEY RESPONSIBILITIES

• 1. Team Leadership
• Hire, build, and manage the operations team; define KRAs; conduct performance reviews; ensure succession planning.
• 2. SOP Development
• Design, document, and maintain SOPs aligned with regulatory and business requirements.
• 3. Internal Controls
• Establish controls framework, maker-checker processes, and ensure timely closure of audit observations.
• 4. MIS & Reporting
• Develop dashboards and periodic reports on TAT, SLAs, compliance status, and exceptions.
• 5. Compliance Oversight
• Manage CERSAI, ROC filings, document custody, bureau reporting, PDD tracking, and auditor coordination.
• 6. Customer Servicing Oversight
• Oversee NACH setup, CKYC, loan servicing requests, customer communications, and overdue management.
• 7. Process Automation
• Identify digitization opportunities; collaborate with Technology to improve efficiency.
• 8. Stakeholder Management
• Coordinate with internal teams and external parties (Lenders, Auditors, Regulators.

REQUIRED QUALIFICATIONS

• Education: Graduate / Post-Graduate in Commerce, Finance, or related field. MBA preferred.
• Experience: 8-15 years in Lending Operations with at least 5 years in a managerial role
• Domain Knowledge: Strong understanding of RBI regulations, CERSAI, ROC, NACH/ECS, loan lifecycle, and compliance frameworks

KEY COMPETENCIES

Stakeholder Management - Ability to collaborate across functions and with external parties

• Customer Centricity - Strong focus on customer experience and service excellence
• Automation Mindset - Passion for process improvement and technology adoption
• Leadership - Ability to build, motivate, and lead high-performing teams
• Attention to Detail - Strong control orientation and accuracy
• Communication - Excellent written and verbal communication skills

PREFERRED BACKGROUND

• Prior experience heading operations in Banks, NBFCs, Fintechs, or SFBs
• Track record of setting up operations teams and processes from scratch
• Hands-on experience with LMS platforms and process automation tools
• Exposure to regulatory audits and inspections