Lead/Head - Business Operations (10 to 18 years from FinTech/InsurTech)

This role is with one of our portfolio company.

You will play a pivotal role in driving operational excellence, scaling processes, and delivering seamless experiences on our tech-driven platform. You will lead cross-functional teams across data management, case management, enterprise experience and quality assurance, ensuring high standards of efficiency, accuracy, and stakeholder satisfaction.

The ideal candidate is a strategic thinker with a bias for execution-adept at building scalable systems, streamlining operations, obsessive adherence to timelines and aligning day-to-day workflows with organizational goals. This is a mission-critical leadership role requiring a strong grasp of tech operations, data-driven decision making, and a commitment to service innovation in the delivery ecosystem.

Key responsibilities:

• Lead End-to-End Operations: Oversee the full operations ensuring quality and adherence to timelines.
• Drive Process Excellence: Build and enforce scalable SOPs; monitor daily / monthly targets and streamline workflows for efficiency and consistency.
• Cross-Functional Coordination: Collaborate closely with internal teams (Legal, Communications, Key Accounts and Finance) and external stakeholders (enterprise users, arbitrators, vendors) for smooth case flow.
• Automation & Systems: Identify process gaps and drive automation; work with Tech / Product teams to develop tools and dashboards for performance tracking.
• User-centric Approach: Ensure user satisfaction and retention, source constructive feedback, understand user challenges, gain insights, suggest product and operational process improvements.
• Vendor & Case Management: Develop smart case allocation strategies to vendors, manage those relationships, and ensure continuity in service delivery.
• Team Leadership: Lead and mentor a high-performance ops team; define KPIs, drive accountability, and foster a culture of ownership and agility.
• Reporting & Compliance: Ensure timely MIS reporting, billing coordination with Finance, and continuous performance improvement using data insights.
• Escalations: Take ownership of complex or escalated enterprise concerns, working proactively to ensure resolution and satisfaction.

Requirements:

• 10+ years in complex, high-volume operations, preferably in a startup or high-growth company.
• Experience in financial services / fintech / insurance industry is preferred.
• Demonstrable knowledge and experience of people management.
• Strong analytical, process design, and systems thinking capabilities.
• Hands-on experience in process automation tools, dashboards, and MIS reporting.
• Strong leadership and planning skills and excellent interpersonal, verbal and written communication skills.
• Ability to design and implement systems that scale with speed and precision.
• Ability to work in an environment with multiple priorities.