Head - Product Operations - BFS

Head - Product Operations

Department: Product & Operations

Reporting To: CEO / Managing Director

Role Summary

Lead the Product Operations function across the company's investment and protection product portfolio by driving operational excellence, digital transformation, regulatory governance, scalable operating models, and superior customer experience.

Key Responsibilities

- Lead end-to-end Product Operations across all investment and protection products, ensuring scalable, efficient, and customer-centric operating models.

- Drive operational excellence through process standardization, automation, workflow optimization, and continuous improvement initiatives.

- Oversee operational governance for Mutual Funds, Equity & Stock Broking, PMS, AIF, Insurance (Life & General), NPS, Fixed Deposits, Bonds, IPOs, Digital Gold, and other investment products.

- Partner with Product, Technology, Sales, Compliance, Risk, Finance, Customer Service, and external stakeholders to ensure seamless product delivery and operational readiness.

- Ensure compliance with SEBI, AMFI, IRDAI, PFRDA, NSE, BSE, NSDL, CDSL, RBI, and other applicable regulatory requirements, while driving timely implementation of regulatory changes.

- Strengthen operational controls, governance frameworks, SOPs, risk management practices, and audit readiness across all product operations.

- Build and manage strategic relationships with AMCs, RTAs, Exchanges, Depositories, Insurance Companies, Banks, Payment Partners, and Technology Vendors.

- Drive customer experience improvements by simplifying customer journeys, improving transaction success rates, reducing turnaround times, and enhancing digital self-service capabilities.

- Develop operational dashboards, MIS, KPIs, and governance reports to monitor business performance and support data-driven decision-making.

- Build, mentor, and lead high-performing Product Operations teams while fostering a culture of innovation, collaboration, accountability, and continuous learning.

- Ensuring team meet within TAT and service delivery.

Qualifications & Experience

- MBA (Finance/Operations) or Chartered Accountant (CA), or equivalent postgraduate qualification from a recognized institution.

- Professional certifications such as NISM, Insurance Institute of India, or PFRDA certifications will be an added advantage.

- 15+ years of progressive experience in Financial Services Operations, Wealth Management, Broking, Asset Management organisations.

- Minimum 5 years in a leadership role managing multi-product operations and large cross-functional teams.

- Proven experience across Mutual Funds, Stock Broking, Insurance, NPS, Fixed Deposits, Bonds, and other investment product operations.

- Strong experience in product implementation, operational transformation, digital initiatives, and technology-enabled process improvements.

- Hands-on experience in regulatory compliance, operational governance, audits, and risk management.

- Demonstrated ability to collaborate with Product Management, Technology, Business, Compliance, and external ecosystem partners.

Key Skills

- Exchange operations (NSE/BSE)

- Depository operations (NSDL/CDSL)

- Mutual Fund operational workflows

- Insurance issuance and servicing

- NPS operations

- KYC/CKYC

- FATCA/CRS

- AML

- Jira / Confluence/ CRM

- Business Process Mapping

Success Measures

- Achievement of operational SLAs and turnaround time (TAT) targets.

- Improvement in transaction success rates and first-time-right processing.

- Increased automation and Straight Through Processing (STP) across products.

- Reduction in operational risks, errors, and customer complaints.

- Successful implementation of new products, regulatory changes, and digital transformation initiatives.

- Positive regulatory audit outcomes and compliance adherence.

- Improved customer satisfaction (CSAT/NPS) and digital adoption metrics.

- Enhanced operational productivity and cost efficiency.

- Effective stakeholder and partner management with defined service levels.

- High employee engagement, capability development, and leadership effectiveness.