Operations Lead- MRS -Maatrum Technologies- Chennai

JD - Operations Lead- MRS

Job Description Operations Lead MRS

Business Unit: Maatrum Registration Services (MRS)
Company: Maatrum Technologies & Legal Ventures Pvt. Ltd.
Location: Chennai / Pan India
Experience: 10+ Years
Qualification: Graduate

About Maatrum Technologies & Legal Ventures Pvt. Ltd.

Maatrum is a technology-first company transforming property title diligence, verification, validation, and registration-related processes in the real estate lending ecosystem.

For over seven years, Maatrum has partnered with 50+ lending institutions, including Banks and NBFCs, delivering approximately 55,000+ due diligence reports and 5,000+ valuation reports every month across India. The organization operates at scale with technology-enabled processes designed to deliver high-volume services within stringent turnaround timelines.

About the Role

Maatrum is looking for an experienced Operations Lead to lead its Maatrum Registration Services (MRS) business unit.

The Operations Lead will sit at the centre of the MRS operating ecosystem, coordinating across Customer Service teams, Registration Executives, internal operations teams, and lending institution clients to ensure seamless, timely, accurate, and compliant execution of registration-related processes.

This is a high-volume, technology-enabled service operations role requiring strong ownership of people, processes, customer experience, SLA/TAT adherence, quality, financial accuracy, and operational governance.

What Does Operations Mean in Maatrum Registration Services?

Maatrum's Registration Services business supports the registration-related requirements associated with property transactions and lending processes.

The operation involves multiple stakeholders and process stages, including:

• Customers and borrowers
• Bank and NBFC client teams
• Customer Service teams
• Registration Executives
• Internal Operations teams
• Finance and payment teams
• Technology and support teams

The Operations Lead is responsible for ensuring that these stakeholders work together seamlessly and that each case progresses within the defined SLA, TAT, quality, compliance, and financial control framework.

The role requires continuous monitoring of case movement, coordination between teams, resolution of bottlenecks, management of customer/client escalations, payment reconciliation, MIS governance, and process improvement.

The environment is predominantly non-voice/back-office and technology-driven, requiring the Operations Lead to be comfortable working across multiple CRMs, dashboards, workflow platforms, internal applications, and digital tools.

Key Responsibilities

1. End-to-End Operations Management

• Own the day-to-day operations of the MRS business and ensure smooth execution of registration-related processes.
• Manage the complete operational lifecycle from case initiation through closure.
• Ensure all cases are processed within committed SLA and TAT.
• Monitor operational capacity, case volumes, ageing, productivity, quality, and pending cases.
• Identify bottlenecks and proactively intervene to prevent SLA/TAT breaches.
• Establish robust operating mechanisms to ensure consistency and scalability.
• Drive operational discipline across all teams involved in the registration process.

2. Team Management & People Leadership

• Lead, mentor, and manage a large team of operations associates and frontline service teams.
• Set clear performance expectations and establish individual and team-level KRAs.
• Monitor key productivity metrics including AHT, productivity, case closure, quality, TAT, adherence, and error rates.
• Conduct regular performance reviews and implement corrective action plans where required.
• Identify capability gaps and drive continuous training and skill development.
• Build a culture of accountability, ownership, collaboration, and high performance.
• Develop team leaders and future operational leaders within the organization.

3. Cross-Functional Coordination

• Work closely with the Customer Service team to ensure seamless case handoffs and consistent communication.
• Coordinate with Registration Executives to track case progress, identify delays, and resolve operational bottlenecks.
• Act as the central connecting point between internal operations, customer service, registration teams, finance, technology, and other stakeholders.
• Ensure clear ownership at every stage of the process.
• Establish escalation mechanisms to prevent cases from getting stuck between functions.

4. Client & Customer Escalation Management

• Act as a key operational point of contact for client organizations, particularly Banks and NBFCs.
• Interact directly with clients to understand and resolve real-time operational escalations.
• Own escalations raised by Registration Executives and ensure timely closure.
• Manage escalations relating to TAT, case status, documentation, payments, process deviations, and service quality.
• Maintain a professional, responsive, and solution-oriented approach in all client interactions.
• Identify recurring escalation themes and implement preventive measures.

5. Loan Operations & Process Understanding

• Develop a strong understanding of Housing Loan and Loan Against Property operations, particularly registration-related processes.
• Understand the operational dependencies between lending, documentation, registration, payment, and case closure.
• Ensure registration activities are aligned with client-specific processes and requirements.
• Identify potential risks or process gaps that could impact customer experience, TAT, financial accuracy, or compliance.
• Work closely with client teams to understand process changes and implement them effectively.

6. Financial Controls & Reconciliation

• Maintain accurate records of payments received versus payments paid for registration-related transactions.
• Ensure timely and accurate reconciliation of payment transactions.
• Monitor payment status and outstanding items at case and client levels.
• Identify discrepancies proactively and ensure timely resolution.
• Establish appropriate controls to minimize financial errors and leakage.
• Maintain complete and audit-ready documentation for all financial transactions.
• Coordinate with Finance and Operations teams to resolve payment-related exceptions.

7. Quality & Process Compliance

• Establish and monitor quality benchmarks across the MRS operation.
• Ensure adherence to defined SOPs, internal policies, client requirements, regulatory requirements, and audit standards.
• Conduct regular quality reviews and identify recurring errors.
• Drive root-cause analysis and corrective/preventive actions.
• Ensure process deviations are appropriately documented and addressed.
• Build a strong culture of operational and compliance discipline.

8. MIS, Analytics & Performance Governance

• Lead daily, weekly, and monthly operational performance reviews.
• Develop and maintain client-level, process-level, and team-level MIS.
• Track key metrics including:
• Case volumes
• SLA/TAT adherence
• AHT
• Productivity
• Quality
• Pending/ageing cases
• Escalations
• Payment status
• Reconciliation status
• Team capacity and utilization
• Prepare and present performance dashboards and business reviews to senior leadership.
• Use data and analytics to identify trends, operational risks, and improvement opportunities.
• Establish early-warning mechanisms for SLA, quality, productivity, and financial deviations.

9. Technology & Digital Operations

• Operate confidently across multiple CRMs, workflow platforms, dashboards, internal applications, and digital tools.
• Quickly learn and adapt to new systems, applications, devices, and automation tools.
• Ensure teams effectively utilize technology-enabled workflows.
• Support the team in troubleshooting basic system and process-related issues.
• Partner with Product and Technology teams to identify system gaps affecting operational efficiency.
• Actively participate in automation and digital transformation initiatives.
• Identify opportunities to reduce manual intervention, improve visibility, and enhance operational accuracy through technology.

10. Process Improvement & Operational Excellence

• Continuously identify opportunities to improve TAT, productivity, quality, customer experience, and cost efficiency.
• Conduct root-cause analysis for recurring operational issues.
• Design and implement process improvements across the MRS lifecycle.
• Develop scalable SOPs, workflows, controls, and review mechanisms.
• Collaborate with Product, Technology, Customer Service, Finance, and Business teams to implement improvements.
• Participate actively in new product, process, and service development initiatives.
• Drive a continuous improvement mindset across the operations team.

11. Field & Stakeholder Engagement

• Travel periodically to client locations, operational clusters, and other relevant locations based on business requirements.
• Conduct performance reviews and operational meetings with client teams and internal stakeholders.
• Understand ground-level operational challenges and implement practical solutions.
• Build strong relationships with regional Technical, Credit, Operations, and Business teams of client organizations.

Key Performance Indicators

The Operations Lead will be accountable for measurable performance across:

• SLA / TAT adherence
• Case closure and ageing
• Team productivity
• AHT and operational efficiency
• Quality and error rates
• Customer/client satisfaction
• Escalation volume and resolution TAT
• Payment accuracy and reconciliation
• Process and regulatory compliance
• Associate adherence and performance
• Operational capacity and utilization
• Cost efficiency
• Process improvement and automation
• Client-level operational performance.

Candidate Profile

Educational Qualification

• Engineering Graduate from a reputed institution.
• MBA / PG qualification in Operations, Finance, Business Management, or a related discipline will be an added advantage.

Experience

• 10+ years of overall operations experience.
• Strong experience in loan operations, preferably Housing Loans / Loan Against Property, from a Bank, NBFC, fintech, or related financial services organization.
• Proven experience managing large service, contact-centre, customer operations, or back-office teams.
• Experience managing high-volume, SLA-driven operations is strongly preferred.
• Experience in payment reconciliation, MIS, process governance, and client management will be an advantage.
• Experience in technology-enabled operations or digital workflow environments will be preferred.

Key Skills & Capabilities

• Strong large-scale people and operations management capability.
• Excellent client and stakeholder management skills.
• Strong understanding of loan and financial services operations.
• Strong analytical and problem-solving capabilities.
• Excellent understanding of SLA, TAT, productivity, quality, and operational metrics.
• Strong MIS and MS Excel skills.
• Ability to interpret data and translate insights into operational actions.
• Strong financial accuracy and reconciliation orientation.
• Excellent communication and escalation management skills.
• Strong execution and ownership mindset.
• Ability to work effectively in a fast-paced, high-growth environment.
• Comfortable working across multiple technology platforms and digital tools.