Senior Manager - Operations

Key Responsibilities:

Operations Management:

- Lead day-to-day operations of CPV / address verification processes across multiple geographies.

- Ensure adherence to TAT, accuracy, and compliance as per client SLAs & RBI/IRDAI guidelines.

- Monitor productivity, capacity planning, and resource allocation across field staff & back-office teams.

- Execute End to end Vendor /Partner Management & Vendor Procurement

Quality & Compliance:

- Build and enforce robust quality control processes to minimize fraud, errors, and rejections.

- Stay updated with BFSI regulatory changes impacting CPV processes and ensure compliance.

- Conduct audits and implement corrective actions to maintain data integrity and operational hygiene.

Client & Stakeholder Management:

- Act as the primary escalation point for BFSI clients (Banks, NBFCs, Insurers).

- Participate in governance meetings with clients, presenting performance dashboards & improvement plans.

- Partner with the sales/solutions team in new client onboarding and process design.

People Leadership:

- Lead and mentor a large, distributed team of field verifiers, team leaders, and coordinators.

- Drive training, motivation, and productivity improvement across teams.

- Create a performance-driven culture with strong governance and accountability.

Process Improvement & Automation:

- Collaborate with technology teams to introduce automation, mobility solutions, and digital workflows.

- Identify opportunities for cost optimization while improving service quality.

- Benchmark against industry best practices and continuously upgrade processes.

Reporting & Governance:

- Publish MIS reports, SLA dashboards, and productivity trackers for internal leadership & client reviews.

- Drive data-backed decision making and predictive analytics for workforce planning.

Key Requirements:

- Experience: 8+ years in BFSI operations, with at least 5+ years managing CPV / field verification /risk operations at scale.

- Industry Exposure: Strong understanding of CPV, KYC, fraud risk controls, and regulatory requirements in BFSI & Vendor Management

- Leadership: Proven experience managing large distributed teams (Vendors + including field staff).

- Client Orientation: Experience working with senior client stakeholders in Banks/NBFCs.

- Tech Orientation: Familiarity with CPV automation, field mobility apps, dashboards, RPA or workflow tools.

Education: Graduate / MBA preferred