Operations Excellence Manager

Location : Mumbai Experience : CA with 3-4 years of relevant PMS/AIF experience Reports to : Head of Operations Role Overview We are looking for an experienced Chartered Accountant to take on a role within our PMS & AIF Operations team. The Operations Excellence Manager will drive the end-to-end operational framework across client onboarding, service delivery, MIS governance, distributor payouts, operational compliance, cash-flow management, and process enhancement initiatives. The ideal candidate will be responsible for leading cross-functional teams, strengthening controls, driving efficiencies, and ensuring operational excellence aligned with regulatory and organizational standards. Key Responsibilities 1. Mentorship Mentor the operations team across onboarding, client servicing, MIS, and payouts. Establish performance standards, allocate responsibilities, and oversee team development. Drive a culture of ownership, accuracy, and continuous learning within the team. 2. Client Onboarding Oversight Provide strategic direction for the end-to-end onboarding framework for PMS & AIF clients. Ensure that all regulatory documentation meets SEBI standards. Resolve escalations and ensure a smooth experience for clients and distributors. Liaise with sales, legal, custodians, fund accountants, and RTA for fast-tracked onboarding. 3. Client Service Desk Leadership Oversee the client service desk and ensure high service quality, efficient query resolution, and adherence to SLAs. Implement service-level monitoring tools and strengthen escalation matrices. Conduct periodic reviews and introduce service improvements where required. 4. MIS Governance & Analytics Lead MIS strategy, ensuring accuracy, timeliness, and completeness of operational reports. Publish dashboards for AUM movement, onboarding status, reconciliation items, operational KPIs, and cash flows. Support management with insights for decision-making and operational planning. 5. Distributor / Channel Partner Payout Management Oversee the entire commission payout process with strong checks and maker-checker controls. Validate payout calculations, reconciliations, and ensure timely coordination with finance. Improve payout processes, documentation, and partner communication. 6. Operations Compliance & Regulatory Alignment Ensure that all PMS/AIF operations comply with SEBI regulations and internal audit standards. Lead operational audits, compliance reviews, investor grievance closure, and documentation checks. Strengthen policies, SOPs, risk controls, and regulatory reporting processes. 7. Cash Flow Control & Oversight Monitor daily cash flows including client funding, redemption processing, deployment coordination, and bank reconciliations. Ensure compliance with allocation norms and fund-level investment restrictions. Coordinate with custodians and fund accounting teams on settlements and reconciliations. 8. Process Excellence & Automation Identify gaps in existing operational workflows and implement process improvements. Introduce automation, digitization, and control enhancements across functions. Drive periodic reviews of SOPs, checklists, and risk-control matrices. Skills & Competencies Strong leadership and team management skills Deep knowledge of PMS & AIF operations and SEBI regulatory framework Process-driven, analytical, and detail-oriented mindset Strong communication and stakeholder coordination Expertise in MIS, reporting tools, and operational dashboards Proven ability to drive automation and improve operating efficiency High integrity, problem-solving capability, and decision-making skills Qualifications Chartered Accountant (CA) – Mandatory 3-4 years of relevant experience in PMS/AIF operations Experience in handling onboarding, operations compliance, fund ops, MIS, and payouts is essential