Head of Operations

Role – Head Operations

Role Overview

The Head of Operations – oversee end-to-end branch operational activities for all branch banking products, ensuring efficient process execution, regulatory compliance, and exceptional customer service. This role requires strategic oversight, operational excellence, and strong leadership to drive productivity, cost efficiency, and risk control across the retail business.

Key Responsibilities

1. Operations Management

• Lead and manage all operational processes for retail liability products (CASA, term deposits, recurring deposits, NRI accounts, etc.).
• Ensure smooth account opening, servicing, and closure processes with minimal errors.
• Optimize branch and back-office operations for speed, accuracy, and cost efficiency.

2. Process Improvement & Automation

• Identify process gaps and implement lean, automated, and scalable solutions.
• Collaborate with technology teams for digitalization of operations (e.g., paperless onboarding, workflow automation).

3. Compliance & Risk Management

• Ensure adherence to RBI guidelines, KYC/AML norms, and internal compliance standards.
• Monitor operational risk metrics, implement controls, and lead remediation for audit observations.

4. Service Quality & Customer Experience

• Set TAT (Turn-Around Time) benchmarks for all operational activities.
• Drive customer satisfaction through timely resolution of operational issues.

5. Team Leadership

Lead, mentor, and develop large operational teams across central and regional hubs.

Skills & Competencies

1. Strong knowledge of retail liability banking products and processes.
2. Expertise in regulatory compliance, risk controls, and audit standards.
3. Proficiency in banking systems, core banking software, and workflow tools.
4. Strategic planning and change management capabilities.
5. Excellent leadership, decision-making, and stakeholder management skills.
6. Foster a performance-driven culture with focus on accountability and innovation.