Cluster Operations Manager

3 days ago

Bengaluru, Karnataka, India Optimo Capital Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Company Description

Optimo Capital is revolutionizing the Loan Against Property (LAP) market in India by creating the country's first Digital LAP product. Optimo Capital has around 17 branches across Karnataka, Tamil Nadu, Andhra Pradesh, and Telangana, with plans to expand up to 50 branches by March 2025.

Role Purpose:

The Cluster Operations Manager is responsible for overseeing and managing the day-to-day branch operations within the assigned cluster. The role ensures adherence to regulatory and organizational policies, drives operational efficiency, strengthens internal controls, and provides seamless support to business teams to achieve organizational goals.

Work Location: APT, Warangal (Reporting to Head of Operations)

Key Responsibilities

1. 
Operational Management

Supervise and manage operations across all branches within the cluster.

Ensure timely disbursement, collections, account opening, and customer service processes.

Monitor and maintain process TAT (Turnaround Time) and service quality standards.

2. Compliance & Risk Management

Ensure strict adherence to RBI/Regulatory guidelines and company policies.

Implement strong internal controls to minimize operational risks and fraud.

Conduct periodic branch audits and surprise checks within the cluster.

3. People Management

Manage, train, and mentor branch operations staff to build operational excellence.

Drive productivity, performance monitoring, and skill development of team members.

Ensure manpower availability and effective roster planning.

4. Customer Service & Experience

Ensure consistent and superior customer service delivery across branches.

Address escalated customer grievances and ensure timely resolution.

Drive customer-centric initiatives in coordination with business teams.

5. Business Support

Partner with Sales/Business teams to support business growth within the cluster.

Ensure smooth coordination between operations, credit, and business teams.

Track and report operational MIS and KPIs to senior management.

6. Process Improvement

Identify gaps in branch processes and implement corrective measures.

Recommend and execute automation/technology-driven process improvements.

Standardize best practices across branches.

Key Skills & Competencies

Strong knowledge of NBFC/Banking branch operations.

Familiarity with KYC, AML, and regulatory compliance requirements.

Excellent leadership, team management, and interpersonal skills.

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