Head – Service & Operations /n Airtel Money Limited - NBFC /n Key Responsibilities: /n Customer Service &

Experience /n Build and lead a multi-channel customer service function (voice, email, digital). /n Define SLAs, escalation matrix, and quality benchmarks for issue resolution and grievance redressal. /n Implement customer feedback loops and partner with product/tech to drive continuous improvements. /n Ensure compliance with RBI Fair Practices Code and customer protection norms. /n Disbursement & Servicing Operations /n Establish and manage processes for disbursement, customer account setup, servicing requests, and reconciliations. /n Ensure accurate fund flow management, KYC/AML compliance, and coordination with finance and treasury teams. /n Build scalable back-office processes for loan servicing, preclosures, foreclosures, and settlement. /n Operational Strategy & Process Design /n Design and implement end-to-end operational frameworks across origination, underwriting, disbursement and servicing. /n Define SOPs, process maps, and SLAs for all operational functions — ensuring efficiency, cost control, and governance. /n Drive digital-first operations, leveraging automation, workflow management tools, and integrations with the lending platform (LOS/LMS). /n Collaborate with CTO and Product teams to ensure operations-readiness of tech platforms. /n Underwriting & Credit Operations /n Set up centralized and branch-level underwriting operations, ensuring adherence to product programs and credit policies. /n Implement multi-tier approval workflows, document verification, and coordination with credit risk and business teams. /n Ensure TAT adherence and zero operational errors in loan processing and disbursal.



/n Branch & Central Operations /n Oversee branch operations setup (if applicable), including cash management, documentation, vaults, and audit compliance. /n Drive centralized monitoring, control, and reporting for all branches and operations hubs. /n Ensure standardization of processes and controls across all physical and digital touchpoints. /n Governance, Risk & Control /n Implement strong operational controls to mitigate risk of errors, fraud, or non-compliance. /n Work closely with CRO and CCO to ensure compliance with RBI guidelines, KYC/AML, and audit observations. /n Establish a maker-checker framework, reconciliation processes, and robust record-keeping. /n People & Vendor Management /n Build and lead a high-performing operations team — both central and field. /n Manage outsourced vendors and service partners, ensuring performance against SLAs. /n Foster a culture of accountability, quality, and continuous improvement. /n Key Requirements: /n Experience /n 12+ years of experience in NBFC / Bank operations, with exposure across customer service, underwriting and back-office. /n Proven experience in setting up or scaling operations for a financial institution or fintech. /n Strong understanding of digital lending processes, RBI regulations, and customer service frameworks. /n Skills /n Excellent process design and program management capability. /n Strong analytical mindset; comfort with data-driven operations management. /n Exposure to LOS/LMS systems, automation tools, and CRM platforms. /n Ability to work cross-functionally with product, credit, tech, compliance, and finance. /n Solid leadership, execution, and people management skills. /n Education /n Graduate / Postgraduate in Business, Finance, or related field. /n MBA preferred.

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