Operational Excellence Lead

Role Overview – Head, Functional Support & Operations Excellence As the Head of Functional Support & Operations Excellence within SMG / SRE, this leader will be responsible for managing the end-to-end process of customer issue resolution, ensuring timely response, accurate triage, and high service quality across multiple business functions. The role also involves driving process efficiency, data-driven insights, and continuous improvement initiatives to enhance the overall customer and user experience.Key ResponsibilitiesLead 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 intervention2. Stakeholder Communication- Accuracy and timeliness of daily/weekly dashboards - % of tickets with clear RCA and closure confirmation3. 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 optimization4. Governance & Compliance- % adherence to issue classification and documentation standards - Timely completion of RCA and closure reports for major incidents5. Team Performance & Capability Building- Team productivity (tickets handled per analyst per month) - % of team members trained/certified in new systems or toolsDriving Operations Excellence – Measured Outcomes1.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 incidents3.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 DegreeExcellent verbal and written communication skillsStock Market knowledge is mandatoryLocation: Mumbai