Head – Service & Operations

nAirtel Money Limited - NBFC

nKey Responsibilities:

nCustomer Service & Experience

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

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

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

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

nDisbursement & Servicing Operations

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

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

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

nOperational Strategy & Process Design

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

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

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

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

nUnderwriting & Credit Operations

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

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

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

nBranch & Central Operations





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

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

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

nGovernance, Risk & Control

nImplement robust operational controls to mitigate risk of errors, fraud, or non-compliance.

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

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

nPeople & Vendor Management

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

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

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

nKey Requirements:

nExperience

n12+ years of experience in NBFC / Bank operations, with exposure across customer service, underwriting and back-office.

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

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

nSkills

nExcellent process design and program management capability.

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

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

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

nStrong leadership, execution, and people management skills.

nEducation

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

nMBA preferred.

📌 Head of Service Operations (Gurugram)
🏢 Airtel
📍 Gurugram