Head - Operations & Process Excellence

About:

- Manage end to end operational efficiency - to ensure smooth day to day running of platform operations catering to evolving business scale.

- Driving participant's onboarding efficiency for a seamless and quicker onboarding process, processing of requests as per TAT and overall process adherence.

- Ensure end to end NACH settlement process, Coordination with NPCI, CERSAI etc. is driven in line with applicable regulatory guidelines.

- Ensure data reporting and relevant MIS are published to key management and all stake holders regularly.

- Customer Servicing & Grievance Handling redressal as per TAT to ensure best in class customer service.

- Drive the project implementation to streamline processes, introduce automation enablers, improve customer experience and reduce operational costs.

- Build and implement SOPs, optimize workflows and scalability across operation

- Lead the operations team ensuring a culture of innovation and continuous improvement.

- Ensure operational process are compliant with regulatory requirements, managing risk mitigation and internal audits including client data storage.

- Cross functional collaboration with sales & tech to execute operational strategies that align with overall business goals.