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Operations Head - Customer Operations
Gurugram, Haryana, India · Tempo total
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- Experiência
- 8–16 yrs
- Salário
- INR 2,250,000 – INR 2,500,000 / year
- Vagas
- 1
- Publicado
- há 2 horas
- Modo de trabalho
- No escritório
- Educação
- Qualquer graduado
- Elegibilidade
- Any graduate may apply. Candidates with an MBA or postgraduate qualification are preferred.
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- Obrigatório candidatar-se
Onde você trabalhará
Descrição da vaga
Role overview
This opportunity is for a seasoned Operations Head to oversee customer operations across a fast-growing FinTech/NBFC business in Gurugram. The position calls for strong leadership, a process-driven mindset, a customer-first approach, and the capability to run large-scale teams while improving business outcomes.
Core responsibilities
- Take ownership of customer service, collections, contact center, and back-office functions.
- Shape operational plans and lead initiatives that improve processes and increase automation.
- Track performance through KPIs, SLAs, productivity indicators, and customer experience measures.
- Lead and scale large teams while building the next layer of leadership.
- Maintain adherence to regulatory requirements and internal operational standards.
- Work closely with senior stakeholders to support organizational growth.
- Build MIS reports, dashboards, and review packs for operational monitoring.
Experience and requirements
- Applicants should bring 8 to 16 years of experience in customer operations within a FinTech or NBFC environment.
- At least 4 to 5 years should be spent in leadership roles handling large teams.
- Hands-on exposure to customer service, collections, contact center, or back-office operations is important.
- A demonstrated history of improving operations and driving business change is expected.
- Strong leadership ability, analytical thinking, and stakeholder management skills are essential.
- A stable work history is mandatory.
Preferred capabilities
- Leadership in customer operations
- Contact center management
- Operations planning and execution
- Process improvement and automation
- Customer experience management
- SLA and KPI tracking
- Collections and service operations
- Compliance and risk awareness
- Stakeholder engagement
- MIS preparation and data analysis
- Business transformation
- Workforce planning
- Change leadership
Qualification
A graduate degree in any discipline is required. An MBA or other postgraduate qualification is preferred.