Operational Excellence Lead

Role Overview – Head, Functional Support & Operations Excellence

Head of Functional Support & Operations Excellence

Key Responsibilities

• Lead the functional support team handling issues and escalations from call centres, branches, RMs, business operations, and risk teams.
• Oversee triage and root cause identification of issues — categorize as functional, user-related, or technical system bug.
• Ensure timely responses and periodic updates through ServiceNow.
• Publish weekly dashboards summarizing incidents, trends, and performance metrics.
• Collaborate closely with development, infrastructure, and business operations teams to drive RCAs and corrective actions.
• Lead initiatives to improve operational efficiency, automate manual processes, and strengthen governance around issue management.

Key Result Areas (KRAs) and Key Performance Indicators (KPIs)

1. Incident & Escalation Management

- Average resolution time for critical issues - Reduction in repeat incidents (YOY improvement %) - Number of escalations requiring senior management intervention

2. Stakeholder Communication

- Accuracy and timeliness of daily/weekly dashboards - % of tickets with clear RCA and closure confirmation

3. Process & Operational Excellence

- Number of process improvement/automation initiatives implemented per quarter - Reduction in manual touch points or handoffs - Measurable reduction in turnaround time (TAT) through process optimization

4. Governance & Compliance

- % adherence to issue classification and documentation standards - Timely completion of RCA and closure reports for major incidents

5. Team Performance & Capability Building

- Team productivity (tickets handled per analyst per month) - % of team members trained/certified in new systems or tools

Driving Operations Excellence – Measured Outcomes

1.Standardizing Processes:

Establishing clear triage, RCA, and closure workflows to reduce ambiguity and improve accountability.

Outcome: 30% faster resolution cycle and improved first-time-right responses.

2.Data-Driven Decision Making:

Leveraging dashboard analytics to identify recurring issues, system inefficiencies, and improvement opportunities.

Outcome: Measurable reduction in repeat incidents

3.Enhancing Cross-Functional Collaboration:

Building strong coordination with Dev, QA, and Business Operations teams for faster root cause identification and permanent fixes.

Outcome: Improved cross-team RCA turnaround by 25%.

4.Operational Metrics Visibility:

Publishing transparent weekly/monthly performance reports for management review.

Outcome: Early visibility of risk areas and continuous service improvement.

5.Continuous Improvement Culture:

Implementing Kaizen-style improvements and automation of repetitive tasks.

Outcome: Year-on-year productivity improvement of 15–20%.

Requirements:

12+ years of experience in production support or a similar role.

Strong leadership and team management skills.

Excellent communication and stakeholder management skills.

Proficiency in trading applications, Service Now, JIRA, and Confluence.

Strong analytical and problem-solving skills.

Ability to work in a fast-paced environment and prioritize tasks effectively.

Who can Apply:

Master/Graduation Degree

Excellent verbal and written communication skills

Stock Market knowledge is mandatory

Location: Mumbai