Job Title: VP / Head Operations

Location: New Delhi / Gurgaon

Experience: 10+ Years

Role Summary

Operations professional with 10+ years of experience in Banking, NBFC, and Fintech,

currently handling end-to-end lending operations with a strong focus on compliance, audit,

process automation, and team management. Extensive experience across pre-disbursement,

disbursement, and post-disbursement activities along with regulatory reporting and system implementation.

Key Responsibilities

1. End-to-End Lending Operations

• Managing complete loan lifecycle including sourcing, login, underwriting condition validation, approval, disbursement, and post-disbursement.
- Handling multiple products including Consumer Loans, TW, Auto, Gold Loans, Solar

Loans, LAP, LAMF, Fleet Financing, and Cross-sell products.
- Monitoring TAT across all operational stages and ensuring process adherence.

1. Compliance & Regulatory Management

• Ensuring adherence to RBI guidelines, AML/KYC norms, Digital Lending Guidelines, and Fair Practices Code (FPC).
- Managing AML/KYC reporting, Re-KYC implementation, VKYC processes, PEP checks, and Bureau reporting.
- Handling regulatory compliance for RBI, CERSAI, MCA, and CKYC reporting.
- Acting as nodal officer for RBI CMS and managing regulatory complaints and grievance redressal.

1. Audit, Risk & Control

• Acting as SPOC for internal and external audits and due diligence.
- Managing IFC testing, RCM controls, RCSA processes.
- Ensuring strong control over reconciliation of bank accounts and operational quality assurance.
- Monitoring discrepancies and ensuring closure within defined timelines.

1. Process Improvement & Automation

• Leading LMS migration (Neo FinnOne to Finanza) within tight timelines.
- Driving automation of:

- Collection receipting via mobile application




- Vendor payout processes (digital invoicing)
- Manual operational activities into system workflows

• Working closely with Tech/Product teams for LOS/LMS enhancements, e-KYC, e- Sign, and system integrations.
- Performing UAT testing for current and modified processes.

1. Operations Management & Team Leadership

• Leading operations teams across Front-end, Backend, Central Ops, Audit, Compliance, Vendor Management, and IT support.
- Managing regional and PAN India operations including branch, hub, and central teams.
- Driving accountability, performance metrics, and team productivity.

1. Customer Service & Grievance Handling

• Setting up and managing customer service frameworks including contact center and grievance mechanisms.
- Handling regulatory and internal customer complaints within defined TAT.
- Ensuring high-quality customer onboarding and servicing experience.

1. MIS, Reporting & Analytics

• Designing and maintaining MIS dashboards and operational trackers.
- Preparing reports for management, audits, and regulatory requirements.
- Using tools like QlikView and SQL for operational risk analysis and reporting.

1. Stakeholder & Partner Management

• Coordinating with Credit, Legal, Compliance, Collections, Tech, BD, and Product teams.
- Managing partner integrations and ensuring smooth disbursement flows.
- Handling vendor management and partner relationships.

1. Loan Servicing & Post-Disbursement Operations

• Managing NACH mandates, repayments, foreclosures, part-payments, restructuring, and rescheduling.
- Handling EMI billing, POS reconciliation, loan closures, and title deed release.
- Ensuring accurate system maintenance and loan servicing operations.

Tools & Systems Exposure:
- FinnOne (LMS), Finanza, MySQL, QlikView
- Flexcube, Laser Soft, SAP (FI), Oracle
- Bloomberg, SunGard, Lotus Notes, MS Office

📌 Head Operations (Gurugram)
🏢 Dhani Loans and Services (DLSL)
📍 Gurugram