AGM - Sales & Operations

JD: Operations Head

Job Title:

AGM - Sales & Ops

Reporting To:

Head of Marketing, Muthoot FinCorp ONE

Location:

Bangalore

About the Role:

As Muthoot FinCorp ONE scales its digital business, the Central Operations Head will be pivotal in driving seamless and integrated customer experiences across the full lifecycle—from lead nurturing to customer support and success. You will lead a cross-functional team responsible for optimizing operations across multiple channels and products, ensuring that every customer interaction is impactful, efficient, and consistent.

This is a strategic and execution-heavy role that requires a deep understanding of operational design, data-led decision making, team leadership, and technology-led efficiency in a high-growth fintech environment.

Key Responsibilities:

Operations Strategy & Execution

• Build and lead the centralized operations team for MFL ONE including lead nurturing, contact centre, social media listening, onboarding, and success ops.
• Align operational workflows across product lines to avoid duplication and improve response time and quality.
• Develop and implement standard operating procedures (SOPs) for each operational unit.

Customer Success & Lead Nurturing

• Design and oversee a comprehensive lead nurturing engine to drive conversions across MFL ONE product lines.
• Own the customer success funnel with measurable KPIs including response time, resolution quality, CSAT/NPS, and LTV impact.
• Work closely with Marketing and Sales to close the loop from acquisition to engagement to retention.

Social Listening & Feedback Integration

• Oversee social media support and listening teams to capture customer sentiment in real-time.
• Create workflows that route feedback and complaints to the right product and service owners.
• Ensure proactive reputation management and real-time escalation handling.

Analytics, Automation & Performance Monitoring

• Partner with data analysts and engineers to build dashboards for team performance, customer journeys, and conversion insights.
• Identify automation opportunities to reduce manual intervention and improve operational scalability.
• Monitor KPIs for the entire ops ecosystem including TATs, SLAs, agent productivity, and customer lifecycle metrics.

Cross-Functional Collaboration

• Collaborate with Product, Technology, Marketing, and Sales to ensure operational alignment and seamless customer journeys.
• Support new product launches with ready-to-scale ops infrastructure and agent training.

Team You Will Lead:

• Customer Service Lead (including social media)
• Partner Onboarding & Training Lead
• Business Process Team Leads (MSME, Marketplace, etc.)
• Calling & Customer Support Agents
• Data Analyst & Part-time Data Engineer

What We're Looking For:

Must-Haves:

• 10+ years of experience in operations, customer success, or digital service management, preferably in fintech or consumer tech.
• Proven track record of leading centralised operations teams at scale.
• Strong grip on tools like CRM, support platforms (e.g., Freshdesk, Zendesk), and analytics dashboards.
• Demonstrated ability to work cross-functionally and drive consensus.

Nice-to-Have:

• Exposure to social media management and feedback systems.
• Understanding of digital onboarding, partner ecosystems, and multilingual support operations.
• Experience working with marketing and sales to drive growth KPIs.

Why Join Us?

At MFL ONE, we’re redefining financial inclusion by using technology, data, and deep customer understanding to deliver meaningful products and services. As the Central Operations Head, you’ll not only lead a high-impact team but also shape the customer journey for millions across India.