Head - Operations & Process Excellence - Digital Lending

Head - Operations & Process Excellence - Digital Lending (12-20 yrs)

Hiring: Head - Operations & Process Excellence | Digital Lending | Thane (HO)

- Are you a strategic operations leader with a passion for process excellence and a sharp eye for automation and compliance? Join a fast-growing tech-driven digital lending platform that's on a mission to revolutionize the lending landscape in India.

- We're looking for a dynamic and experienced Head - Operations & Process Excellence to lead and scale our end-to-end digital operations with efficiency, innovation, and customer-centricity.

Location: Thane (Head Office)

- Reporting To: MD & CEO

Industry: Digital Lending / Fintech / BFSI

Key Responsibilities:

- Lead and manage end-to-end operations, ensuring seamless day-to-day platform functioning.

- Drive process optimization and build scalable SOPs aligned with rapid business growth.

- Oversee participant onboarding, NACH settlement, and coordination with external entities like NPCI and CERSAI in line with regulatory guidelines.

- Ensure timely MIS reporting and actionable insights for key stakeholders.

- Build and execute customer servicing & grievance redressal processes, aligned with TAT and service standards.

- Lead automation initiatives to enhance efficiency, reduce costs, and improve customer experience.

- Collaborate cross-functionally with tech and sales to align operational strategies with business goals.

- Foster a high-performance culture within the operations team, ensuring compliance, innovation, and risk mitigation.

Key Requirements:

- Education: B.E. / B.Tech or equivalent technical background.

- Experience: 10-15 years in large-scale operations, payment operations, or digital lending environments.

- Proven experience in drafting and owning BRDs (Business Requirements Documents) - must be able to translate business needs into functional and process requirements for tech implementation.

- Exposure to fintech, B2B lending, or supply chain finance preferred.

- Strong understanding of regulatory compliance, risk management, and internal audit readiness.

- Leadership skills with the ability to drive continuous improvement and team development.

- Awareness of emerging digital trends and automation tools relevant to fintech operations.

Why Join Us?

- Be part of a vision-driven team transforming the digital lending space

- Work closely with CXOs and make a tangible impact from Day 1

- Lead strategic projects at the intersection of tech, operations, and innovation