Director,Banking Operations- India

As the Regional Leader for Novos India teams, you will be reporting to the Director of Customer Operations for functional work and the VP of Operations for culture and workplace alignment. This role requires a combination of strategic vision and hands-on leadership to ensure alignment, collaboration, and cultural consistency across all functions operating in India. Your responsibilities include playing a crucial role in developing and executing the strategy for Banking Operations in alignment with Novos goals and global workflows. You will provide guidance for critical operational challenges, foster alignment and collaboration across all functions in India, and act as a key connection point between India-based teams and global leadership. Your key responsibilities also involve leading Risk Operations to ensure secure and compliant customer onboarding, fraud prevention, and loss mitigation. You will be responsible for maintaining operational metrics and SLAs while upholding decisioning quality. Additionally, you will collaborate with internal stakeholders such as Customer Support, Enablement, Product, Engineering, and Compliance teams to advocate for Banking Operations and implement differentiated experiences for high-LTV and ICP customers. In terms of team and culture leadership, you will serve as a culture carrier by fostering an inclusive and collaborative environment. Partnering with the VP of Operations, you will be involved in attracting, hiring, and retaining top talent in financial services and providing strong career development opportunities. Mentoring team members to create a high-performance culture rooted in Novos values will also be a key aspect of your role. Key metrics (KPIs) that you will be focusing on include achieving and maintaining CSAT scores exceeding 80%, reducing contact rates, improving resolution time, and first-touch metrics. Ensuring decisioning quality with fewer than 5% false positives across all fraud and compliance workflows is essential. Efficiency goals include advocating for increased automation in decision-making processes, improving manual vs. automated decisioning accuracy, and achieving faster resolution times by optimizing workflows and reducing escalations.,