Head of Service Operations

Head – Service & Operations

Airtel Money Limited - NBFC

Key Responsibilities:

Customer Service & Experience

Build and lead a multi-channel customer service function (voice, email, digital).

Define SLAs, escalation matrix, and quality benchmarks for issue resolution and grievance redressal.

Implement customer feedback loops and partner with product/tech to drive continuous improvements.

Ensure compliance with RBI Fair Practices Code and customer protection norms.

Disbursement & Servicing Operations

Establish and manage processes for disbursement, customer account setup, servicing requests, and reconciliations.

Ensure accurate fund flow management, KYC/AML compliance, and coordination with finance and treasury teams.

Build scalable back-office processes for loan servicing, preclosures, foreclosures, and settlement.

Operational Strategy & Process Design

Design and implement end-to-end operational frameworks across origination, underwriting, disbursement and servicing.

Define SOPs, process maps, and SLAs for all operational functions — ensuring efficiency, cost control, and governance.

Drive digital-first operations, leveraging automation, workflow management tools, and integrations with the lending platform (LOS/LMS).

Collaborate with CTO and Product teams to ensure operations-readiness of tech platforms.

Underwriting & Credit Operations

Set up centralized and branch-level underwriting operations, ensuring adherence to product programs and credit policies.

Implement multi-tier approval workflows, document verification, and coordination with credit risk and business teams.

Ensure TAT adherence and zero operational errors in loan processing and disbursal.

Branch & Central Operations

Oversee branch operations setup (if applicable), including cash management, documentation, vaults, and audit compliance.

Drive centralized monitoring, control, and reporting for all branches and operations hubs.

Ensure standardization of processes and controls across all physical and digital touchpoints.

Governance, Risk & Control

Implement strong operational controls to mitigate risk of errors, fraud, or non-compliance.

Work closely with CRO and CCO to ensure compliance with RBI guidelines, KYC/AML, and audit observations.

Establish a maker-checker framework, reconciliation processes, and robust record-keeping.

People & Vendor Management

Build and lead a high-performing operations team — both central and field.

Manage outsourced vendors and service partners, ensuring performance against SLAs.

Foster a culture of accountability, quality, and continuous improvement.

Key Requirements:

Experience

12+ years of experience in NBFC / Bank operations, with exposure across customer service, underwriting and back-office.

Proven experience in setting up or scaling operations for a financial institution or fintech.

Strong understanding of digital lending processes, RBI regulations, and customer service frameworks.

Skills

Excellent process design and program management capability.

Strong analytical mindset; comfort with data-driven operations management.

Exposure to LOS/LMS systems, automation tools, and CRM platforms.

Ability to work cross-functionally with product, credit, tech, compliance, and finance.

Strong leadership, execution, and people management skills.

Education

Graduate / Postgraduate in Business, Finance, or related field.

MBA preferred.