Head Product Operations

Role Summary:

Lead the Product Operations function across the company's investment and protection product portfolio by driving operational excellence, digital transformation, regulatory governance, scalable operating models, and superior customer experience.

Key Responsibilities:

- Lead end-to-end Product Operations across all investment and protection products, ensuring scalable, efficient, and customer-centric operating models.

- Drive operational excellence through process standardization, automation, workflow optimization, and continuous improvement initiatives.

- Oversee operational governance for Mutual Funds, Equity & Stock Broking, PMS, AIF, Insurance (Life & General), NPS, Fixed Deposits, Bonds, IPOs, Digital Gold, and other investment products.

- Partner with Product, Technology, Sales, Compliance, Risk, Finance, Customer Service, and external stakeholders to ensure seamless product delivery and operational readiness.

- Ensure compliance with SEBI, AMFI, IRDAI, PFRDA, NSE, BSE, NSDL, CDSL, RBI, and other applicable regulatory requirements, while driving timely implementation of regulatory changes.

- Strengthen operational controls, governance frameworks, SOPs, risk management practices, and audit readiness across all product operations.

- Build and manage strategic relationships with AMCs, RTAs, Exchanges, Depositories, Insurance Companies, Banks, Payment Partners, and Technology Vendors.

- Drive customer experience improvements by simplifying customer journeys, improving transaction success rates, reducing turnaround times, and enhancing digital self-service capabilities.

- Develop operational dashboards, MIS, KPIs, and governance reports to monitor business performance and support data-driven decision-making.

- Build, mentor, and lead high-performing Product Operations teams while fostering a culture of innovation, collaboration, accountability, and continuous learning.

- Ensure team meets TAT and service delivery targets.

Qualifications & Experience:

- MBA (Finance/Operations) or Chartered Accountant (CA), or equivalent postgraduate qualification from a recognized institution.

- Professional certifications such as NISM, Insurance Institute of India, or PFRDA certifications will be an added advantage.

- 15+ years of progressive experience in Financial Services Operations, Wealth Management, Broking, Asset Management organisations.

- Minimum 5 years in a leadership role managing multi-product operations and large cross-functional teams.

- Proven experience across Mutual Funds, Stock Broking, Insurance, NPS, Fixed Deposits, Bonds, and other investment product operations.

- Strong experience in product implementation, operational transformation, digital initiatives, and technology-enabled process improvements.

- Hands-on experience in regulatory compliance, operational governance, audits, and risk management.

- Demonstrated ability to collaborate with Product Management, Technology, Business, Compliance, and external ecosystem partners.

Key Skills:

- Exchange operations (NSE/BSE)

- Depository operations (NSDL/CDSL)

- Mutual Fund operational workflows

- Insurance issuance and servicing

- NPS operations

- KYC/CKYC

- FATCA/CRS

- AML

- Jira / Confluence/ CRM

- Business Process Mapping

Success Measures:

- Achievement of operational SLAs and turnaround time (TAT) targets.

- Improvement in transaction success rates and first-time-right processing.

- Increased automation and Straight Through Processing (STP) across products.

- Reduction in operational risks, errors, and customer complaints.

- Successful implementation of new products, regulatory changes, and digital transformation initiatives.

- Positive regulatory audit outcomes and compliance adherence.

- Improved customer satisfaction (CSAT/NPS) and digital adoption metrics.

- Enhanced operational productivity and cost efficiency.

- Effective stakeholder and partner management with defined service levels.

- High employee engagement, capability development, and leadership effectiveness.