Head - Central Operations - Housing Finance/NBFC/BFSI

The Head - Central Operations

The Head - Central Operations will be responsible for overseeing, streamlining, and ensuring excellence in all centralized operational processes across the housing finance business. This includes loan operations, credit administration, disbursement, post-disbursement servicing, collections support, compliance with regulatory norms, and operational risk management. The role demands strong leadership, deep domain expertise in housing finance operations, and a proven track record in process optimization and automation.

Key Responsibilities:

1. Loan Operations & Disbursement Management

- Oversee end-to-end loan processing for housing finance products from application to disbursement.

- Ensure all disbursements are compliant with company policies, regulatory norms (RBI/NHB), and quality standards.

- Coordinate with sales, credit, and legal teams for seamless loan processing.

2. Process Optimization & Efficiency

- Identify and implement process improvements to reduce turnaround time (TAT) and enhance customer experience.

- Drive automation and digital transformation in operations for scalability and efficiency.

- Develop and monitor operational SLAs, KPIs, and dashboards for performance tracking.

3. Compliance & Risk Management

- Ensure adherence to RBI/NHB guidelines, internal audit requirements, and statutory obligations.

- Implement strong controls to mitigate operational risks and fraud.

- Work closely with compliance and internal audit teams for regular process reviews.

4. Team Leadership & Development

- Lead, mentor, and manage a central operations team across multiple functions.

- Foster a culture of high performance, accountability, and continuous improvement.

- Collaborate cross-functionally with product, IT, sales, and collections teams.

5. Customer Service & Quality

- Set and monitor service quality standards for internal and external customers.

- Handle escalations and resolve operational bottlenecks.

Key Requirements:

Education: Graduate/Postgraduate (MBA preferred) with relevant industry certifications.

Experience: 12-18 years in Housing Finance/NBFC/BFSI sector with at least 5 years in a senior operations leadership role.

Domain Expertise: Strong knowledge of housing finance products, disbursement processes, mortgage operations, and regulatory guidelines.

Skills:

- Proven ability to manage large teams and multiple stakeholders.

- Expertise in process improvement and automation.

- Strong analytical, problem-solving, and decision-making skills.

- Excellent communication and leadership abilities.