Job Description
Head – Service & Operations
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nAirtel Money Limited - NBFC
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nKey Responsibilities:
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nCustomer Service & Experience
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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.
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nDisbursement & Servicing Operations
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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.
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nOperational Strategy & Process Design
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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.
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nUnderwriting & Credit Operations
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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.
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nBranch & Central Operations
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nOversee branch operations setup (if applicable), including cash management, documentation, vaults, and audit compliance.
nDrive centralized monitoring, control, and reporting for all br

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