Lead/Head - Business Operations (10 to 18 years from FinTech/InsurTech)

3 weeks ago

Mumbai India Elevation Capital Full time

Job Description This role is with one of our portfolio company. You will play a pivotal role in driving operational excellence, scaling processes, and delivering seamless experiences on our tech-driven platform. You will lead cross-functional teams across data management, case management, enterprise experience and quality assurance, ensuring high standards of efficiency, accuracy, and stakeholder satisfaction. The ideal candidate is a strategic thinker with a bias for execution-adept at building scalable systems, streamlining operations, obsessive adherence to timelines and aligning day-to-day workflows with organizational goals. This is a mission-critical leadership role requiring a strong grasp of tech operations, data-driven decision making, and a commitment to service innovation in the delivery ecosystem. Key responsibilities: - Lead End-to-End Operations: Oversee the full operations ensuring quality and adherence to timelines. - Drive Process Excellence: Build and enforce scalable SOPs; monitor daily / monthly targets and streamline workflows for efficiency and consistency. - Cross-Functional Coordination: Collaborate closely with internal teams (Legal, Communications, Key Accounts and Finance) and external stakeholders (enterprise users, arbitrators, vendors) for smooth case flow. - Automation & Systems: Identify process gaps and drive automation; work with Tech / Product teams to develop tools and dashboards for performance tracking. - User-centric Approach: Ensure user satisfaction and retention, source constructive feedback, understand user challenges, gain insights, suggest product and operational process improvements. - Vendor & Case Management: Develop smart case allocation strategies to vendors, manage those relationships, and ensure continuity in service delivery. - Team Leadership: Lead and mentor a high-performance ops team; define KPIs, drive accountability, and foster a culture of ownership and agility. - Reporting & Compliance: Ensure timely MIS reporting, billing coordination with Finance, and continuous performance improvement using data insights. - Escalations: Take ownership of complex or escalated enterprise concerns, working proactively to ensure resolution and satisfaction. Requirements: - 10+ years in complex, high-volume operations, preferably in a startup or high-growth company. - Experience in financial services / fintech / insurance industry is preferred. - Demonstrable knowledge and experience of people management. - Strong analytical, process design, and systems thinking capabilities. - Hands-on experience in process automation tools, dashboards, and MIS reporting. - Strong leadership and planning skills and excellent interpersonal, verbal and written communication skills. - Ability to design and implement systems that scale with speed and precision. - Ability to work in an environment with multiple priorities.

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