Director of Operational Excellence

2 days ago


Mumbai, Maharashtra, India Network People Services Technologies Full time

Job Description:
We are seeking an experienced Director of Operational Excellence to join our team at Network People Services Technologies. This is a key role responsible for enhancing and streamlining our operational processes.

About the Role:
The ideal candidate will leverage their extensive experience in PA/PG operations to guide the operations team, ensure efficient workflows, and continuously seek process improvements.

Key Responsibilities:
- Guide and support the operations team in their daily tasks, helping them achieve set performance goals.
- Set clear expectations, review outcomes, and mentor the team for continuous improvement.
- Coordinate with cross-functional teams (Product, Tech, Compliance) to resolve issues and optimize workflows.

Process Improvement & Automation:
- Collaborate with the Product and Tech teams to drive process automation and continuous operational improvement.
- Rewrite and streamline processes to align with expansion strategies.
- Prepare and implement SOPs and Business Requirement Documents (BRDs).

Merchant & Banking Operations:
- Manage the full operational lifecycle: onboarding, monitoring, reconciliation, and dispute resolution.
- Ensure timely resolution of all operational activities and meet service-level agreements.

Reporting & Analytics:
- Monitor and report on team performance using MIS, covering daily, monthly, quarterly, and annual data.
- Use analytical insights to drive decision-making and process improvements.

Stakeholder Management:
- Act as the key point of contact for external stakeholders (Banks, NPCI, FIU, etc.) and resolve issues effectively.
- Build strong relationships with internal teams and external partners to ensure smooth operations.

Leadership & Team Development:
- Lead and develop a high-performing operations team, fostering a culture of collaboration, innovation, and accountability.
- Manage disputes within agreed turn-around times, ensuring client satisfaction.

What We Offer:
- Estimated salary range: $120,000 - $180,000 per annum, based on location and experience.
- Opportunities for professional growth and development.
- Collaborative work environment with a team of experts in the industry.
- Recognition and rewards for outstanding performance.



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