Kinara Capital | Head of Business Operations
2 days ago
Kinara Capital is a FinTech NBFC dedicated to driving Financial Inclusion in the MSME sector. Our mission is to transform lives, livelihoods, and local economies by providing fast and flexible loans without property collateral to small business entrepreneurs. Led by a women-majority management team, Kinara Capital values diversity and inclusion and fosters a collaborative working environment. Kinara Capital is the only company from India recognized globally by the World Bank/IFC with a gold award in 2019 as ‘Bank of the Year-Asia’ for our innovative work in SME financing. Kinara Capital is an RBI-registered Systemically Important NBFC.
Headquartered in Bangalore, we have 133 branches across Karnataka, Gujarat, Maharashtra, Andhra Pradesh, Telangana, Tamil Nadu, and UT Puducherry with more than 2100+ employees
Title:
Department Head – Business Operations & Customer Care
Department:
Business Operations & Customer Care
Report to: CFO / CBO
Purpose of Job:
To oversee and drive the operational excellence, enhancing customer experience, and ensuring compliance with regulatory requirements.
Job Responsibilities:
Loan Disbursement Process
Strategically oversee post-sanction workflows to drive efficiency Implement rigorous quality assurance mechanisms to meet SLA and TAT benchmarks for file processing and disbursement.
Develop governance structures for file management, including storage, retrieval, and destruction, adhering to RBI norms.
Drive customer-centric initiatives, ensuring seamless onboarding for insurance policies integrated with loan processes.
Strengthen and optimize co-lending and reverse co-lending partnerships
Collections Management
Streamline collections processes, including ACH and eNACH registrations, PDC management, and monthly demand preparation, to minimize delays and errors.
Foster collaboration with Co-lending partners and internal teams to maintain accurate financial reconciliations and efficient loan closures.
Leverage digital payment tracking and customer service coordination to enhance customer experience and optimize collections efficiency.
Continuously monitor suspense accounts and implement proactive measures to uphold financial integrity and operational excellence.
Branch Operations
Drive operational excellence by overseeing the functional performance of branch operations across all locations
Strategically implement standardized systems, processes, and policies to maintain uniformity and compliance across all branches.
Customer Care
To ensure customer service with high-quality experiences across all touchpoints.
Oversee customer onboarding and service request resolution, optimizing response time and satisfaction.
Drive continuous improvement in NPS and CSAT scores, utilizing customer feedback to refine processes.
Manage and resolve customer complaints efficiently, ensuring seamless support in collaboration with relevant stakeholders, including the RBI team.
Strategic Vendor Management
Lead vendor management to ensure operational efficiency and timely execution across critical service areas.
Oversee partnerships with external file storage, insurance providers, and key vendors (e.g., Estamp, Esign, eNACH) to optimize processes and enhance the loan disbursement experience.
Foster collaboration with internal teams and external partners (e.g., Admin, bankers, credit agencies, DO partners) to maintain smooth workflows and uphold service excellence
Internal and Regulatory Reporting
Establish frameworks for the preparation and delivery of management information systems (MIS) reports that support informed decision-making.
Ensure regulatory compliance through accurate and timely reporting to credit bureaus, CKYC, NESL, and CERSAI.
Lead the accountability for end-of-month (EOM) reporting, ensuring timely dissemination to vendors and internal stakeholders.
Team Management
Drive team performance by strategically allocating tasks based on individual capabilities and strengths, ensuring optimal efficiency.
Establish clear, measurable objectives and key result areas (KRAs) to align team goals with organizational priorities.
Provide continuous feedback and coaching to foster professional growth and enhance operational effectiveness.
Communication and Stakeholder Management
Communicate effectively with executive leadership, board members, investors, and other stakeholders to provide updates on technology initiatives, progress against goals, and key challenges or opportunities facing the organization.
Budget Management:
Manage and monitor all operational expenses and budgets to maximize ROI and continually seek ways to reduce opex.
Qualifications:
Any Post Graduation
Work Experience 18+ Years in similar field at managerial/ leadership level preferred.
Other Requirements:
Demonstrates strong self-motivation, determination, and confidence in decision-making abilities.
Exhibits exceptional attention to detail with a strong numerical aptitude and proficiency in numbers.
Proven ability to think logically and solve complex problems effectively. Strong technical expertise in managing business systems
Well-versed in regulatory standards within the NBFC domain.
Excellent communication and negotiation skills.
Competencies & Best Practices for High Performers:
Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
Demonstrates knowledge of and adherence of company values; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a working environment free of harassment of any type; builds a diverse workforce.
High social responsibility and mission driven culture
Team player, High Integrity and focus on Building relationships
Compliance to policies, rules, and regulations
People oriented and Goal oriented
Place of work: Bangalore
Job Type: Full Time
No. of Posts: 01
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Kinara Capital | Head of Business Operations
2 days ago
bangalore, India Kinara Capital Full timeAbout the Company: Kinara Capital is a FinTech NBFC dedicated to driving Financial Inclusion in the MSME sector. Our mission is to transform lives, livelihoods, and local economies by providing fast and flexible loans without property collateral to small business entrepreneurs. Led by a women-majority management team, Kinara Capital values diversity and...
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bangalore, India Kinara Capital Full timeAbout the Company: Kinara Capital is a FinTech NBFC dedicated to driving Financial Inclusion in the MSME sector. Our mission is to transform lives, livelihoods, and local economies by providing fast and flexible loans without property collateral to small business entrepreneurs. Led by a women-majority management team, Kinara Capital values diversity and...
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bangalore, India Kinara Capital Full timeAbout the Company: Kinara Capital is a FinTech NBFC dedicated to driving financial inclusion in the MSME sector. Our mission is to transform lives, livelihoods, and local economies by providing fast and flexible loans without property collateral to small business entrepreneurs. Led by a women-majority management team, Kinara Capital values diversity and...
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bangalore, India Kinara Capital Full timeAbout the Company: Kinara Capital is a FinTech NBFC dedicated to driving financial inclusion in the MSME sector. Our mission is to transform lives, livelihoods, and local economies by providing fast and flexible loans without property collateral to small business entrepreneurs. Led by a women-majority management team, Kinara Capital values diversity and...
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bangalore, India Kinara Capital Full timeAbout the Company:Kinara Capital is a FinTech NBFC dedicated to driving financial inclusion in the MSME sector. Our mission is to transform lives, livelihoods, and local economies by providing fast and flexible loans without property collateral to small business entrepreneurs. Led by a women-majority management team, Kinara Capital values diversity and...
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bangalore, India Kinara Capital Full time1 About Company Kinara Capital is a FinTech NBFC dedicated to driving Financial Inclusion in the MSME sector. Our mission is to transform lives, livelihoods, and local economies by providing fast and flexible loans without property collateral to small business entrepreneurs. Led by a women-majority management team, Kinara Capital values diversity and ...
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