About the Role:

We are looking for a highly driven operations leader to build, scale, and optimize customer operations in a fast-paced, high-growth environment. This role requires an owner’s mindset, strong execution capabilities, and the ability to solve complex operational challenges through data-driven decision-making.

The ideal candidate will have experience scaling processes from the ground up, driving operational excellence, and building high-performing teams while ensuring a seamless customer experience.

Key Responsibilities:

·         Own and drive end-to-end operational performance across customer lifecycle processes.

·         Build, scale, and continuously improve operational frameworks to support business growth.

·         Lead and develop large cross-functional teams, fostering a culture of accountability, ownership, and execution excellence.

·         Identify operational bottlenecks, conduct root-cause analysis, and implement solutions.

·         Establish and monitor key business and operational metrics to drive productivity, quality, and customer experience outcomes.

·         Drive process standardization, automation, and digitization initiatives to improve efficiency and scalability.

·         Collaborate closely with business, product, technology, risk, and support teams to deliver operational objectives.

·         Ensure timely resolution of critical operational issues and customer escalations.

·         Drive workforce planning, capacity management, and resource optimization to meet evolving business needs.

·         Lead continuous improvement initiatives and foster a culture of innovation and operational excellence.

What We’re Looking For:

Experience:

·         10-15 years of experience in operations, business operations, customer operations, or process management roles.

·         Preferred experience in high-growth startups, fintechs, NBFCs, lending platforms, or digital-first businesses.

·         Proven track record of building and scaling processes from 0 to 1 and managing operations through rapid growth phases.

·         Experience owning critical business processes and delivering measurable improvements in efficiency, quality, and customer outcomes.

·         Demonstrated ability to manage large teams and operate effectively in fast-changing environments. 

Skills:

·         Strong problem-solving mindset with the ability to identify issues, analyze root causes, and implement practical solutions.

·         High ownership and accountability with a bias for action and execution.

·         Ability to think strategically while remaining hands-on with day-to-day operational challenges.

·         Strong analytical skills with proficiency in using data to drive decisions and performance improvements.

·         Excellent stakeholder management and cross-functional collaboration capabilities.

·         Strong communication, people leadership, and team-building skills.

Notice Period: Preference for immediate joiners or candidates with a maximum of 45-60 days notice.