Operations Lead Developer

The ideal candidate will bring deep expertise in fintech operations, ideally with experience working with a bank/NBFC and a proven track record of experience scaling operations in a startup environment. This is a high-impact leadership role, central to building and scaling the company's end- to-end digital lending operations. We are looking for Tech-oriented, startup mindset leaders who can thrive in a fast-growing fintech environment.

Responsibilities:

• 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, reduce operational costs and adopt industry best practices.
• Focus on Governance, define and implement policies and controls.
• 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 optimise customer efficiency and experience.
• Set up appropriate customer grievance handling processes and ensure timeliness in handling grievances, escalation and reporting at an entity level
• 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 connect and maintain relationships with external stakeholders.
• 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 minimise operational and reputational risk.
• Formulate appropriate MIS and reporting

Requirements:

• A bachelor's degree in engineering with a post graduate 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 FinTech's.
• 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.