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