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.

Experience
8-10 yrs