Head - Operations

Head Operations

Location: Chennai – Head Office
Experience: 15+ Years
Industry: NBFC / Financial Services
Reporting To: CEO

Key Responsibilities

• Lead and oversee end-to-end operations, ensuring efficient and cost-effective resource utilization.
• Establish, implement and monitor operational processes, SLAs and TATs across functions.
• Manage loan operations, including onboarding, disbursement, post-disbursement and collections coordination.
• Ensure loan files comply with company policies, regulatory requirements and operational standards.
• Lead and develop operations teams, including supervision, performance management and team motivation.
• Manage internal and external audits, operational compliance and process governance.
• Monitor MIS, operational metrics, volumes, defect ratios and SLAs, and drive corrective actions.
• Identify and implement process improvements, risk controls and operational efficiencies.
• Handle escalations, exceptional delinquency cases and complex operational issues.
• Ensure secure handling, storage and tracking of sensitive documents.
• Manage digital operations including e-Mandate, e-Signing, Digital KYC and related processes.
• Work closely with Sales, Credit and other teams to ensure timely, quality and compliant operations.

Candidate Profile

• 15+ years of relevant experience, preferably in NBFCs, with exposure to Secured & Unsecured Loans and LAP (Loan Against Property – Small Ticket).
• Strong leadership, operational governance, analytical and process-management skills.
• Excellent organisational and interpersonal skills with strong attention to detail.
• Tamil proficiency is mandatory.
• Candidates currently outside Chennai must be willing to relocate to Chennai.