VP / Head – Operations

Job Title: VP / Head – Operations

Location: New Delhi / Gurgaon

Experience: 10+ Years

Role Summary:

Operations professional with 10+ years of experience in Banking, NBFC, and Fintech, currently handling end-to-end lending operations with a strong focus on compliance, audit, process automation, and team management. Extensive experience across pre-disbursement, disbursement, and post-disbursement activities along with regulatory reporting and system implementation.

Key Responsibilities:

1. End-to-End Lending Operations

• Managing complete loan lifecycle including sourcing, login, underwriting condition validation, approval, disbursement, and post-disbursement.
• Handling multiple products including Consumer Loans, TW, Auto, Gold Loans, Solar Loans, LAP, LAMF, Fleet Financing, and Cross-sell products.
• Monitoring TAT across all operational stages and ensuring process adherence.

2. Compliance & Regulatory Management

• Ensuring adherence to RBI guidelines, AML/KYC norms, Digital Lending Guidelines, and Fair Practices Code (FPC).
• Managing AML/KYC reporting, Re-KYC implementation, VKYC processes, PEP checks, and Bureau reporting.
• Handling regulatory compliance for RBI, CERSAI, MCA, and CKYC reporting.
• Acting as nodal officer for RBI CMS and managing regulatory complaints and grievance redressal.

3. Audit, Risk & Control

• Acting as SPOC for internal and external audits and due diligence.
• Managing IFC testing, RCM controls, RCSA processes.
• Ensuring strong control over reconciliation of bank accounts and operational quality assurance.
• Monitoring discrepancies and ensuring closure within defined timelines.

4. Process Improvement & Automation

• Leading LMS migration (Neo FinnOne to Finanza) within tight timelines.
• Driving automation of:
• Collection receipting via mobile application
• Vendor payout processes (digital invoicing)
• Manual operational activities into system workflows
• Working closely with Tech/Product teams for LOS/LMS enhancements, e-KYC, e-Sign, and system integrations.
• Performing UAT testing for new and modified processes.

5. Operations Management & Team Leadership

• Leading operations teams across Front-end, Backend, Central Ops, Audit, Compliance, Vendor Management, and IT support.
• Managing regional and PAN India operations including branch, hub, and central teams.
• Driving accountability, performance metrics, and team productivity.

6. Customer Service & Grievance Handling

• Setting up and managing customer service frameworks including contact center and grievance mechanisms.
• Handling regulatory and internal customer complaints within defined TAT.
• Ensuring high-quality customer onboarding and servicing experience.

7. MIS, Reporting & Analytics

• Designing and maintaining MIS dashboards and operational trackers.
• Preparing reports for management, audits, and regulatory requirements.
• Using tools like QlikView and SQL for operational risk analysis and reporting.

8. Stakeholder & Partner Management

• Coordinating with Credit, Legal, Compliance, Collections, Tech, BD, and Product teams.
• Managing partner integrations and ensuring smooth disbursement flows.
• Handling vendor management and partner relationships.

9. Loan Servicing & Post-Disbursement Operations

• Managing NACH mandates, repayments, foreclosures, part-payments, restructuring, and rescheduling.
• Handling EMI billing, POS reconciliation, loan closures, and title deed release.
• Ensuring accurate system maintenance and loan servicing operations.

Tools & Systems Exposure:

• FinnOne (LMS), Finanza, MySQL, QlikView
• Flexcube, Laser Soft, SAP (FI), Oracle
• Bloomberg, SunGard, Lotus Notes, MS Office