Operations Lead

About Turtle

Turtle is building a new way for ambitious Indians and NRIs to access trusted financial advice. We connect clients with curated financial advisors and ensure success for both sides through process, empathy, and tech-enabled services.

What’s the issue today?

In a trust-first business like Turtle, small process gaps can snowball into broken client experiences or lost advisor productivity. This role is like a backbone role that spots these cracks, closes them, and designs repeatable fixes.

Some real examples we encounter:

• A client document that was supposed to be shared before a call with an advisor was missed.
• A review call that was due but never scheduled because of a calendar slip.
• A critical tax or compliance reminder that wasn’t followed up on time.
• An advisor bio that wasn’t sent to a client ahead of the first meeting.
• A client's agenda was not asked in advance, leading to an unstructured call.
• Financial data collected in one place is not being carried forward to the next touchpoint.

Each of these is an opportunity for you to create structure, process, and accountability, so our clients feel cared for, and our advisors can focus on what they do best: advising.

We learnt something meaningful from the book The Power of Moments - people remember peaks and pits, the small highs and small lapses that shape overall perception. Your job is to eliminate the pits and design more peaks, ensuring clients and advisors consistently experience “moments that matter.”

Role Overview

We are looking for an Operations Lead who will be the bridge between our HNI-like clients and our financial advisors. This is not only a tech or product role; it is an execution-heavy, hands-on role for someone who can empathise with both sides, design simple processes, and ensure all stakeholders are set up for long-term success.

You’ll ensure that:

• Clients feel heard, supported, and confident in their advisory journey.
• Advisors feel enabled, guided, and motivated to grow their revenue share.
• Turtle’s processes and communication flows run smoothly in the background.

Key Responsibilities

Process & Ops

• Design and implement playbooks for repeatable, efficient client–advisor interactions.
• Standardise asynchronous communication formats (emails, summaries, follow-ups).
• Work with Ops/Tech teams to suggest improvements, but own execution in a hands-on way.

Client & Advisor Success

• Build systems and processes to track client journey milestones (onboarding → reviews → renewals) and ensure nothing falls through the cracks.
• Deeply understand advisors' KRAs and challenges and build processes that help advisors spend more time on advisory, less on admin.

What Success Looks Like

• High client retention is driving a strong referral pipeline from satisfied clients.
• Advisors see Turtle as a strategic partner in their growth with increased revenue share through your enablement.
• Smooth, repeatable processes that reduce chaos and dependency on ad-hoc efforts.
• Measurable improvement in client NPS and advisor engagement.

Who You Are

• 3-5 years of experience in client success, operations, or relationship management at a tech-enabled services company.
• A hands-on operator who likes rolling up their sleeves, talking to people, and fixing problems on the ground.
• Strong communicator with empathy — you can speak both the client’s and the advisor’s language.
• Knowledge of personal finance/wealth/tax is a plus. Curiosity to learn is a must.
• Structured thinker who enjoys building playbooks and scaling processes.
• Comfortable working in a startup-like environment where priorities move fast.

Why Join Turtle

• Work at the intersection of finance, tech, and human relationships.
• Shape how emerging HNI-like Indians and NRIs experience financial advisory.
• Be part of a small, ambitious team building trust-first services in a trust-deficient industry.
• Ownership, autonomy, and direct impact from Day 1

Job Type: Full-time

Pay: ₹300,000.00 - ₹600,000.00 per year

Experience:

• Wealth management: 3 years (Required)
• Operations management: 3 years (Preferred)

Location:

• NCR, Delhi (Required)

Work Location: In person