mPokket - Head - Operations

Head of Operations - Hyderabad

Role - Head of Customer Experience (South)

Location - Hyderabad

mPokket is a rapidly growing and well-funded fintech startup in the lending domain. We offer small ticket loans, along with employability solutions, to the low income youth via our mobile app. Started in 2016, mPokket is today among the top 5 fintech lenders in India, having disbursed more than Rs.14,000 crore to 50 lakh borrowers across 19000+ pin codes in India. As we look to scale the business another 10x-20x over the next few years, we are looking for ambitious and talented individuals who want to be part of this amazing journey.

We are seeking an experienced and results-driven Head of Customer Experience (South) with a strong background in the Business Process Outsourcing (BPO) industry. The ideal candidate will play a pivotal role in optimizing and streamlining our operational processes to ensure efficiency and exceptional service delivery.

Responsibilities :

- Lead and manage the day-to-day operations of mPokket, ensuring smooth functioning across all departments.

- Utilize extensive BPO industry expertise to enhance operational efficiency and maintain high-quality standards.

- Develop and implement strategic initiatives to improve overall process effectiveness and drive business growth.

- Establish and nurture strong relationships with internal and external stakeholders to foster collaboration and achieve operational objectives.

- Establish and monitor Key Performance Indicators (KPIs) to track performance and identify areas for improvement and implement corrective measures.

- Oversee workforce management, including quality, training, and performance evaluation, to build a high-performing team.

- Drive a culture of continuous improvement and innovation to stay ahead in the dynamic fintech industry.

Required :

- Minimum experience of 15 years in a senior management role in the related field preferably specializing in BPO Operations

- Demonstrable prior experience within contact centre

- Experience of managing large teams (3000+ employees)

- Excellent communication and negotiation skills

- Experience in shaping and formulating operational strategic plans

- Extensive senior stakeholder management experience

- Ability to build and drive customer centric operations and teams

- Experience in managing P&L for the business and manage profitability

- Ability to deliver agreed programmes of work and embed initiatives for improvement

- Bachelor's degree (Master's preferred)

- Willingness to travel extensively and relocate during the course of employment if required

Note: This job description is intended to convey information essential to understanding the scope of the Head of Customer Experience (South) position. It is not intended to be an exhaustive list of qualifications, skills, duties, responsibilities, or working conditions associated with the role.