Head of Operations

As the Head of Operations, you will be responsible for overseeing end-to-end branch operational activities related to all branch banking products. Your main focus will be on ensuring efficient process execution, regulatory compliance, and exceptional customer service. This role requires strategic oversight, operational excellence, and strong leadership to enhance productivity, cost efficiency, and risk control within the retail business. Your key responsibilities will include managing all operational processes for retail liability products such as CASA, term deposits, recurring deposits, and NRI accounts. You will be in charge of ensuring smooth account opening, servicing, and closure processes with minimal errors. Additionally, you will optimize branch and back-office operations to improve speed, accuracy, and cost efficiency. You will need to identify process gaps and implement lean, automated, and scalable solutions. Collaboration with technology teams will be essential for digitalizing operations, including initiatives like paperless onboarding and workflow automation. Ensuring adherence to RBI guidelines, KYC/AML norms, and internal compliance standards will be a crucial aspect of your role. You will also be responsible for monitoring operational risk metrics, implementing controls, and leading remediation efforts for audit observations. Setting TAT (Turn-Around Time) benchmarks for all operational activities and driving customer satisfaction through timely issue resolution will be key priorities. You will also lead, mentor, and develop large operational teams across central and regional hubs. To excel in this role, you should have a strong knowledge of retail liability banking products and processes, expertise in regulatory compliance, risk controls, and audit standards, as well as proficiency in banking systems, core banking software, and workflow tools. Strategic planning and change management capabilities, excellent leadership, decision-making, and stakeholder management skills are essential. Furthermore, you should focus on fostering a performance-driven culture with an emphasis on accountability and innovation.,