Head Operations

Job Description

Job Title: Head of Operations Location: Gurugram Company: FIA Technology Services Pvt Ltd Experience: Minimum 16 years, with at least 7 years in senior leadership roles Industry Preference: Fintech / NBFC Contact: hr@fiaglobal.com FIA Technology Services Pvt Ltd is a leading fintech company dedicated to financial inclusion and sustainable growth. We are looking for a Head of Operations to drive efficiency, optimize processes, and enhance service delivery. Key Responsibilities Revenue Growth: Develop and implement strategies to achieve a 50% year-over-year limit increase across all Customer Service Points (CSPs). Activation: Drive CSP activation rates to maintain a minimum of 98%. Recon Recovery: Maintain a 100% recovery rate for the past 3 years, ensuring financial stability and accuracy. Operational Profitability: Lead initiatives to increase Hardware (HW) margins by enhancing overall profitability. Operational Transparency: Implement and maintain real-time data and productivity visibility across all departments, including the Call Centre, to ensure transparency and accountability. Fraud Prevention & Security: Develop and enforce robust fraud prevention and security measures to minimize internal frauds. Turnaround Time (TAT): Streamline code generation and activation processes to achieve a 2-day turnaround time. Quality: Implement and maintain quality control measures to ensure zero errors in operational processes. Service Response: Ensure a 95% same-day service response rate, enhancing customer satisfaction. End-to-End Automation: Drive the automation of all functions by June 2025, improving efficiency and reducing manual errors. Employee Attrition: Manage and maintain operational employee attrition within the range of 15%. Qualifications: Bachelor's degree in Business Administration, Operations Management, or a related field (Master's preferred). Minimum of 10~15 years of experience in operations management, preferably in a fast-paced and dynamic environment. Proven track record of achieving and exceeding targets related to revenue growth, operational efficiency, and financial performance. Strong analytical and problem-solving skills, with the ability to make data-driven decisions. Excellent leadership and communication skills, with the ability to collaborate effectively across departments. Experience in implementing and managing operational controls and fraud prevention measures. Proficiency in using data analytics tools and software to monitor and improve operational performance. Strong understanding of HR practices and employee management. Skills: Strategic Planning & Execution Operational Management Financial Analysis Project Management Data Analysis & Reporting Process Improvement Leadership & Team Management Communication & Collaboration Problem-Solving & Decision Making Automation & Technology Implementation What We Offer: Competitive salary and benefits package. Opportunity to lead and drive significant impact within a growing organization. Collaborative and supportive work environment. Professional development and growth opportunities.