Head Operations

Role Purpose:

To lead and streamline end-to-end business operations across the organisation, ensuring efficient loan processing, documentation, disbursement, customer servicing and operational control. The role will focus on improving turnaround time, process standardisation, operational productivity and customer experience.

Key Responsibilities:

1. End-to-End Loan Operations:

- Lead the complete loan operations lifecycle from login to disbursement.

- Oversee Home Loan and Loan Against Property operations.

- Ensure timely processing and verification of loan applications.

- Monitor documentation, legal, technical and credit coordination.

- Ensure disbursement within defined TAT and policy guidelines.

2. Loan Processing & Documentation:

- Establish standard operating procedures for loan processing.

- Ensure completeness and accuracy of customer documentation.

- Monitor KYC, income, property and legal documentation.

- Ensure compliance with sanction conditions before disbursement.

- Strengthen maker-checker and quality control processes.

3. Branch & Central Operations Management:

- Manage centralised and regional operations teams.

- Establish branch-level operational productivity standards.

- Ensure coordination between sales, credit, legal, technical and finance teams.

- Monitor pending cases and operational bottlenecks.

- Drive standardisation across branches and regional offices.

4. Disbursement & Post-Disbursement:

- Ensure timely and accurate loan disbursements.

- Monitor disbursement documentation and approval controls.

- Ensure proper custody and maintenance of original loan documents.

- Monitor post-disbursement documentation and pending conditions.

- Ensure proper reconciliation and record management.

5. Customer Service & Grievance Management:

- Strengthen customer service processes.

- Monitor customer complaints and resolution TAT.

- Establish effective escalation mechanisms.

- Improve customer experience throughout the loan lifecycle.

- Ensure compliance with applicable grievance redressal requirements.

6. Process Automation & Technology:

- Drive automation of loan operations and workflow management.

- Lead LOS/LMS process improvements and system integration.

- Identify process gaps and eliminate manual dependencies.

- Develop operational MIS and dashboards.

- Improve efficiency through digitisation and technology adoption.

7. Regulatory Compliance & Risk Control:

- Ensure compliance with applicable RBI/NHB regulations.

- Monitor operational risk and control mechanisms.

- Ensure adherence to KYC/AML and internal policies.

- Coordinate with internal audit and external audit teams.

- Implement corrective actions on operational audit observations.

8. MIS & Performance Management:

- Monitor login-to-disbursement TAT.

- Track pending files, documentation gaps and disbursement pipeline.

- Monitor operational productivity and team performance.

- Present monthly operational dashboards to senior management.

Key Success Metrics:

- Login-to-disbursement TAT.

- Disbursement accuracy and efficiency.

- Pending file ageing.

- Documentation error rate.

- Customer grievance resolution TAT.

- Operational cost and productivity.

- Audit observations and process compliance.