Location: Gurgaon

Experience Level: 18+ Years

Role Type: Full-time / People Leader

Role Purpose:

- To lead and manage an end-to-end, customer-centric lending services team (focusing on Business & Home Lending).

- This role is accountable for driving operational excellence, seamless transitions, risk mitigation, and continuous improvement while achieving service, cost, and productivity targets.

- The leader will coach and motivate a cross-functional team, embed a proactive risk culture, and ensure full compliance with governance and regulatory standards.

Key Accountabilities:

Area Accountabilities:

Service Excellence & Operations:

- Run an efficient, customer-focused lending services team with operational discipline.

- Deliver high service excellence levels. Proactively monitor daily workforce and queues to ensure optimized workflow.

Financial & Performance:

- Targets Support functions to achieve cost and service performance targets.

- Drive a minimum of 10% efficiency gain in transitioned operations.

People Leadership:

- Lead, coach, and motivate the team to achieve business and personal goals. Drive continued capability uplift and engagement.

Risk & Compliance:

- Proactively manage risk, meet all policy and compliance requirements.

- Perform controls, adhere to processes/procedures. Identify, assess, and mitigate potential transition risks through proactive planning and contingency strategies.

Continuous Improvement:

- Drive process improvements during transitions and in BAU.

- Embed operational improvements and maintain full compliance with internal controls, audit requirements, and regulatory standards.

Essential Capabilities (Must-Haves):

Lending & Credit Expertise:

- Deep knowledge of lending processes and credit experience, specifically in Business & Home Lending.

End-to-End Lending Knowledge:

- Proven understanding of the full lending lifecycle (origination to servicing/collections).

People Management:

- Emerging to established leadership capability with experience managing cross-functional teams.

Transition Management:

- Ability to deliver seamless transitions, including risk assessment, contingency planning, and stakeholder alignment.

Process Optimization:

- Track record of driving process improvements with measurable efficiency gains (10%+).

Compliance & Governance:

- Strong understanding of internal controls, audit, and regulatory standards in banking.

Other Capabilities (Good-to-Have):

- Strong customer service orientation and mindset.

- Excellent written and verbal communication skills.

- Proactive, self-starting attitude with problem-solving ability.

- Experience working in multi-cultural environments.

- Flexibility to work across shifts as needed.

Qualifications & Experience:

Requirement Details:

Total Experience: 18+ years in banking/finance related disciplines.

Relevant Experience:

- Proven experience in managing change, embedding operational improvements, delivering key productivity and financial targets. Prior experience leading complex projects and multi-cultural teams.

Education: Bachelor's degree in Finance, Commerce, or related field (preferred).

Industry Background: Banking / Financial Services - specifically Lending (Business/Home) .

Key Performance Indicators (KPIs) for Role:

- Achievement of service level agreements (SLAs) and customer satisfaction targets.

- Minimum 10% efficiency improvement in transitioned processes.

- Zero major compliance or audit failures during transition and BAU.

- Successful transition delivery with no business disruption.

- Team engagement, retention, and capability uplift metrics.

- Cost and service performance targets met/exceeded.

Competencies for Success:

- Leadership - Able to inspire, coach, and hold teams accountable.

- Risk Mindset - Proactively identifies and mitigates operational and credit risk.

- Change Agility - Comfortable leading through ambiguity and transformation.

- Collaboration - Works effectively across functions and geographies.

- Customer First - Balances operational efficiency with service excellence.