Director,Banking Operations- India

3 days ago

Bengaluru, India Novo Full time
Novo is seeking a Director of Banking Operations to lead and scale our India-based Banking Operations team. This role oversees key functions in Risk Operations (KYC, Fraud, and Sanctions Compliance) and Account Operations (ACH Payments, Disputes, and Account Support).
Reporting to the Director of Customer Operations for functional work and the VP of Operations for culture and workplace alignment, this position requires a balance of strategic vision and hands-on leadership.
As a Regional Leader for Novo’s India teams, you will also play a broader leadership role beyond Banking Operations, ensuring alignment, collaboration, and cultural consistency across all functions operating in India. You’ll act as a key connection point between India-based teams and global US based leadership, fostering a strong and cohesive workplace culture while ensuring the region is tightly integrated with the rest of Novo’s international footprint.
You will be responsible for:
Strategic and Regional Leadership:
In partnership with the Director of Customer Operations, help develop and execute the strategy for Banking Operations ensuring alignment with Novo’s goals and global workflows.
Provide hands-on guidance for critical operational challenges, ensuring quick resolution and sustainable improvements.
Partner with stakeholders (Risk, Compliance and Payments) to drive automation and efficiency initiatives, such as ACH decisioning, fraud workflows, and ledger integrations.
Serve as the primary Regional Leader for Novo in India , ensuring alignment and collaboration across all functions (e.g., Engineering, Data, Banking Operations) operating in the region by partnering with India-based leaders across other functions to share best practices, address cross-functional challenges, and create opportunities for professional development within the region.
Act as a key point of connection between India-based teams and global leadership, representing regional perspectives and ensuring their integration into broader company goals.
Help lead initiatives that foster a strong workplace culture that reflects Novo’s values, emphasizing collaboration, inclusion, and professional growth.
Operational Excellence:
Lead Risk Operations to ensure secure and compliant customer onboarding, fraud prevention and loss mitigation.
Manage Account Operations to maintain high accuracy in payment processing, efficient dispute resolution, and exceptional customer support.
Ensure adherence to operational metrics and SLAs while maintaining decisioning quality
Cross-Functional Collaboration:
Act as the key advocate for Banking Operations with internal stakeholders, including Customer Support (CS), Enablement, Product, Engineering, and Compliance teams.
Collaborate across CustOps teams to help define and implement differentiated experiences for high-LTV and ICP customers.
Team and Culture Leadership:
Serve as a culture carrier, fostering an inclusive and collaborative environment.
Partner with the VP of Operations to attract, hire, and retain top talent in financial services, ensuring strong career development opportunities.
Mentor team members to create a high-performance culture rooted in Novo’s values.
Key Metrics (KPIs):
Quality:
Achieve and maintain CSAT scores exceeding 80% , focusing on high-LTV and ICP customer experiences while reducing fraud losses.
Reduce contact rates , improving resolution time and first-touch metrics.
Ensure decisioning quality with fewer than 5% false positives across all fraud and compliance workflows.
Efficiency:
Advocate and increase automation in decision-making processes to reduce manual intervention.
Improve manual vs. automated decisioning accuracy , maintaining guardrail metrics for quality.
Achieve faster resolution times , optimizing workflows and reducing escalations.

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