Senior Operations Specialist - Retail Assets Operations

Job Requirements
About the Role
The Senior Operations Specialist – Retail Assets Operations plays a key role in driving customer satisfaction by delivering excellence in loan servicing operations. This role focuses on reengineering processes, enhancing digital customer journeys, and aligning operational execution with the bank’s strategic goals. The incumbent will collaborate with internal stakeholders to redesign workflows, improve service quality, and ensure compliance, while managing a team and overseeing service delivery across various loan servicing functions.
Key Responsibilities
Primary Responsibilities
Manage loan servicing processes including EMI banking, record management, pre-closure, loan cancellation, and service request tracking and closure within defined TAT.
Collaborate with internal teams such as Collections and Customer Service across regions to ensure seamless service delivery.
Leverage technology to streamline processes, reduce turnaround time, and enhance digital service experiences.
Conceptualize and build solutions in collaboration with business partners, OEMs, and tech stakeholders; present strategies to senior management using presentation tools.
Identify and implement improvements across people, policy, process, technology, and training dimensions.
Manage a team of 30–40 on-roll and outsourced staff, ensuring high performance and adherence to service standards.
Drive collaboration with internal stakeholders to define and implement system requirements and process enhancements.
Monitor and manage service quality and SLA adherence for the unit.
Lead automation and process improvement initiatives within the unit.
Ensure audit readiness and manage audit-related activities effectively.
Secondary Responsibilities
Influence and engage stakeholders to drive execution and process alignment.
Deliver results under pressure while maintaining high-quality standards.
Provide guidance and support to team members, ensuring timely and accurate task execution.
What We Are Looking For
Education
Graduation: Graduate in any discipline from a recognized institution.
Post-graduation: Postgraduate in any discipline from a recognized institution.
Experience
Minimum 3 years of relevant experience in loan servicing or service operations, preferably within the financial services industry.
Skills and Attributes
Strong understanding of loan servicing processes and customer service operations.
Technological acumen to drive digital transformation and automation.
Excellent communication and interpersonal skills for stakeholder engagement.
Strategic thinking and problem-solving abilities.
Experience in managing large teams and outsourced staff.
Proficiency in MS Office and presentation tools.
Ability to manage audits and ensure compliance with regulatory and internal standards.
Commitment to IDFC FIRST Bank’s ‘Customer First’ culture and service excellence.

Work arrangement
No