01Overview
Role: Head - Operations & Customer Experience
Role Purpose
To lead and manage end-to-end operations and customer experience across lending products, ensuring seamless customer journeys, operational efficiency, strong governance, and scalable processes. The role will drive digital transformation, process excellence, and customer-centric initiatives to support business growth and profitability.
Key Responsibilities
- Oversee end-to-end lending operations including onboarding, disbursement, servicing, and customer lifecycle management
- Manage operations across multiple products such as Gold Loans, Personal Loans, SME, Supply Chain Finance, LAS, Mortgages, and Digital Finance
- Drive process standardization and scalability across branches and digital channels
- Own and enhance all customer touchpoints across the lifecycle
- Improve turnaround times (TAT), service quality, and customer satisfaction metrics
- Leverage customer feedback to drive process and policy improvements
- Lead initiatives around digital onboarding, assisted journeys, and automation (BOTs/RPA)
- Drive process digitization and technology adoption to improve efficiency and reduce manual intervention
- Collaborate with technology teams to build scalable and future-ready operating models
- Identify and implement cost optimization and efficiency improvement initiatives
- Drive MIS, reporting frameworks, and performance tracking
- Ensure high levels of productivity across teams and channels
- Ensure adherence to regulatory, audit, and compliance frameworks
- Implement strong process controls and risk mitigation mechanisms
- Monitor and manage operational risks, fraud controls, and policy adherence
- Support business growth through lead management and assisted sales journeys
- Partner with business teams to drive conversion, cross-sell, and portfolio quality
- Lead and manage large, multi-layered teams across geographies
- Build strong leadership pipelines and high-performance culture
- Drive capability building, training, and team development initiatives .
