Head - Operations & Customer Experience - Gold Loan & LAP

Role: Head - Operations & Customer Experience

Role Purpose

To lead and manage end-to-end operations and customer experience across lending products, ensuring seamless customer journeys, operational efficiency, strong governance, and scalable processes. The role will drive digital transformation, process excellence, and customer-centric initiatives to support business growth and profitability.

Key Responsibilities

- Oversee end-to-end lending operations including onboarding, disbursement, servicing, and customer lifecycle management

- Manage operations across multiple products such as Gold Loans, Personal Loans, SME, Supply Chain Finance, LAS, Mortgages, and Digital Finance

- Drive process standardization and scalability across branches and digital channels

- Own and enhance all customer touchpoints across the lifecycle

- Improve turnaround times (TAT), service quality, and customer satisfaction metrics

- Leverage customer feedback to drive process and policy improvements

- Lead initiatives around digital onboarding, assisted journeys, and automation (BOTs/RPA)

- Drive process digitization and technology adoption to improve efficiency and reduce manual intervention

- Collaborate with technology teams to build scalable and future-ready operating models

- Identify and implement cost optimization and efficiency improvement initiatives

- Drive MIS, reporting frameworks, and performance tracking

- Ensure high levels of productivity across teams and channels

- Ensure adherence to regulatory, audit, and compliance frameworks

- Implement strong process controls and risk mitigation mechanisms

- Monitor and manage operational risks, fraud controls, and policy adherence

- Support business growth through lead management and assisted sales journeys

- Partner with business teams to drive conversion, cross-sell, and portfolio quality

- Lead and manage large, multi-layered teams across geographies

- Build strong leadership pipelines and high-performance culture

- Drive capability building, training, and team development initiatives