Objective:
The role will be responsible for strengthening operational governance, improving turnaround times, driving process excellence and automation, ensuring regulatory and policy compliance, and partnering closely with Business, Credit, Risk, Legal, Finance, Technology and Collections
Key Responsibilities:
- Lead Central Operations for Corporate & SME Finance across the complete loan lifecycle, from sourcing and login through documentation, sanction, disbursement, post-disbursement and servicing.
- Drive operational delivery and governance by establishing robust operating models, SLAs, TATs, productivity benchmarks, review mechanisms and escalation frameworks.
- Manage end-to-end loan processing and disbursement ensuring timely completion of documentation, legal/technical requirements, sanction conditions and accurate system processing.
- Ensure operational risk and control excellence through strong maker-checker mechanisms, control frameworks, exception monitoring, audit compliance and timely closure of observations.
- Partner with Credit, Risk, Legal and Compliance to ensure seamless credit fulfilment while maintaining adherence to policies, regulatory requirements and risk guidelines.
- Drive process excellence and re-engineering by simplifying workflows, eliminating redundancies and reducing manual interventions across Central Operations.
- Lead digital transformation and automation through workflow automation, STP/RPA, system enhancements and technology-led operating models in partnership with Business and Technology teams.
- Own operational TAT and productivity metrics, including login-to-sanction, sanction-to-disbursement, documentation TAT, processing productivity, first-time-right and error/rework levels.
- Drive cost and manpower optimisation through capacity planning, productivity improvement, process redesign and effective utilisation of resources.
- Strengthen MIS, analytics and operational dashboards to provide senior management with actionable insights on volumes, TAT, productivity, quality, exceptions, risks and business bottlenecks.
- Enable business growth and customer acquisition by partnering with Business/Relationship teams to improve fulfilment, reduce operational bottlenecks and enhance conversion.
- Drive customer experience and service excellence by identifying operational pain points, reducing complaints, improving resolution TAT and strengthening customer communication across the loan lifecycle.
- Manage cross-functional stakeholder relationships with Business, Credit, Risk, Legal, Compliance, Technology, Finance, Collections and Servicing teams to ensure seamless execution.
- Lead and develop the Central Operations team by building the right organisation structure, setting performance standards, developing talent and creating a culture of accountability and continuous improvement.
- Drive continuous improvement and operational transformation by benchmarking industry practices, identifying process gaps and implementing scalable, efficient and control-oriented solutions to support the growth of Corporate & SME Finance.
Experience:
- 12–18+ years of relevant experience in Operations within an NBFC, Bank or Financial Services organisation.
- Strong experience in Corporate Finance, SME Finance, Business Loans, LAP, Working Capital or other secured/unsecured lending products.
- Graduate/Postgraduate in Management, Finance, Commerce or a related discipline.
- MBA/PGDM from a reputed institution would be preferred.
