Job Description

Head – Service & Operations

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Airtel Money Limited - NBFC

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Key Responsibilities:

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Customer Service & Experience

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

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

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

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

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Disbursement & Servicing Operations

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

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

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

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Operational Strategy & Process Design

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

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

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

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

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Underwriting & Credit Operations

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

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

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

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Branch & Central Operations

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

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

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

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Governance, Risk & Control

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Implement strong operational controls to mitigate risk of errors, fraud, or non-compliance.

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

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

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People & Vendor Management

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

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

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

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Key Requirements:

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Experience

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

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

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

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Skills

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Excellent process design and program management capability.

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

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

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

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Strong leadership, execution, and people management skills.

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Education

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

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MBA preferred.

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