India Head of Business Operations

5 days ago

Mumbai, Maharashtra, India Fintech Farm Full time ₹ 15,00,000 - ₹ 25,00,000 per year

India

On-site

Mumbai

About Roarbank

Roarbank is a digital banking platform launched by Unity SFB in collaboration with Fintech Farm, a global neobanking technology provider, in early 2025. Our ambition is to become the leading digital consumer bank in India through seamless customer experience, innovative technology, and efficient operations.

About Fintech Farm

We are a UK-based fintech building neobanks in partnership with traditional banks across emerging markets. With successful launches in three countries, we're on track to build neobanks in 50+ markets, reaching over 100 million users.

We are seeking a high-energy Head of Business Operations to lead customer-facing operations and deliver a world-class, scalable support experience for our digital bank in India. You'll be responsible for designing and implementing support systems, improving customer journeys, managing large teams, and ensuring operational excellence.

Key Responsibilities:

  • Report to the Project CEO/CBO and lead the evolution of our early-stage customer operations into a best-in-class, scalable setup
  • Own all Customer Ops topics to ensure business continuity and delivery excellence
  • Build and implement telephony and chat support infrastructure (back-end and front-end)
  • Drive AI-powered customer service initiatives to enhance experience and reduce cost
  • Monitor operational performance, mentor teams, and ensure KPIs are consistently met (SLAs, quality, productivity, etc.)
  • Be the single owner for incident management—handling communication, escalation, and resolution
  • Prepare data and insights for weekly/monthly reviews with the CEO, focusing on metrics, trends, and improvement areas
  • Serve as the point of contact for regulatory reports and complaint/escalation processes in line with compliance standards
  • Lead 3rd party vendor management for Customer Ops services
  • Conduct performance reviews, 1:1s, and talent development for direct reports
  • Plan workforce and staffing needs, drive recruitment, and grow a high-performing team as the business scales
  • Collaborate cross-functionally with product, engineering, compliance, and finance to identify and resolve customer pain points
  • Foster a culture of motivation, engagement, and excellence within the operations team
Who you are
  • Minimum 7 years of experience managing large-scale operations (100+ people) in a high-growth environment
  • Minimum 3 years of experience in banking or regulated fintech
  • Proven experience managing senior people leaders (Team Leads, Ops Managers, etc.)
  • Strong analytical skills with the ability to interpret data, use pivot tables, and drive improvements based on metrics
  • Hands-on experience implementing support software and AI-powered customer service tools
  • Built telephony/chat systems from scratch and managed mobile app support/helpdesk
  • Deep understanding of Workforce Management, staff planning, and budget ownership
  • Track record of successful compliance reporting and regulatory escalation handling
  • Ability to multitask, prioritize effectively, and operate under pressure
  • Driven, energetic personality focused on fast and impactful delivery
  • Excellent communication and leadership skills
  • Bachelor's degree from a reputable university
What we are offering
  • High-impact leadership role in one of India's most promising fintech ventures
  • Competitive compensation package
  • Significant autonomy to design and scale customer operations
  • A mission-driven team and dynamic environment focused on innovation and speed

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