Operations Manager

Job Purpose

The Head – Operations will be responsible for leading, designing, executing, and controlling all operational processes of a captive NBFC. This role will oversee Inventory Funding, Loan Operations, Collateral and Documentation Management, Process Re-engineering, Customer Experience, Operational Risk, and Audit & Compliance adherence. The position requires a senior leader with deep auto finance operations expertise and hands-on experience in process setup, policy creation, UAT/system implementation, and driving operational excellence.

Essential Job Functions

Duties and Responsibilities

A. Operations Strategy & Process Management

• Establish end-to-end operational workflows for Inventory Funding, Corporate Lending, and Retail Loan processes.
• Develop and implement SOPs, operational policies, checklists, and service-level benchmarks.
• Ensure seamless dealer onboarding, documentation, loan disbursal, servicing, and closure processes.
• Drive daily TAT management supported by strong governance and performance dashboards.

B. Inventory Funding Operations Leadership

• Lead process design, system readiness, product launches, and operational controls for Inventory Funding.
• Oversee dealer payments, outstanding monitoring, limit setup, tenor, and credit period management.
• Ensure security creation (hypothecation, collateral, secondary securities) complies with RBI and internal norms.
• Monitor stock audits, exception handling, and early warning indicators for operational risk.

C. System Development, UAT & Digital Transformation

• Lead UAT, BRD creation, and technology enhancement initiatives across operational modules.
• Partner with technology teams to streamline interfaces, loan management systems, reconciliations, and automation.
• Deploy digital initiatives to enhance customer and dealer experience.

D. Operational Risk & Compliance Management

• Chair or actively participate in Operational Risk Committees.
• Identify operational risks, drive mitigation planning, and manage escalations.
• Ensure compliance with RBI regulations, internal audits, external audits, and OEM audits.
• Maintain 100% compliance for PDDs, collateral documentation, and KYC/AML requirements.

E. Customer & OEM Stakeholder Management

• Drive end-to-end customer and dealer experience with best-in-class service quality.
• Manage OEM stakeholder relationships within the automotive ecosystem for dealer funding and commercial alignment.
• Conduct regular business and operational review meetings with internal and external stakeholders.

F. Portfolio Monitoring & Data Insights

• Conduct portfolio reviews to identify sectoral, market, and client-level risks.
• Analyze MIS, dashboards, and operational performance metrics to support business decisions.
• Ensure timely reporting to senior management on operational health, exceptions, and corrective action plans.

G. People Leadership

• Build and lead a high-performing, pan-India operations team.
• Drive capability building, process training, task allocation, and productivity improvement initiatives.
• Foster a culture of operational excellence, accountability, and collaboration.

Knowledge and Skills

• Strong domain knowledge of the NBFC operational lifecycle (loan origination to closure).
• Deep understanding of RBI regulatory frameworks and operational risk controls.
• Process-driven mindset with experience in SOP design and automation initiatives.
• Familiarity with LMS/LOS platforms, document management systems, and customer data handling.
• Excellent people management, cross-functional coordination, and communication skills.

Education and Experience

• MBA/PGDM in Finance, Operations, or Business Management.
• Ideally 18+ years of experience in operations within NBFCs, fintechs, or banks.
• Prior experience setting up or scaling operations for a captive finance company or NBFC is highly desirable.