IN Head of Business Operations

1 week ago

India Fintech Farm Full time ₹ 12,00,000 - ₹ 36,00,000 per year


Head of Business Operations Roarbank 

Key Responsibilities:

  • Reporting to the Project CEO/CBO, transform our early-stage customer facing operations into a scalable, first-rate customer experience. You will create and improve processes, enhance support resources, and develop our service strategy to support customer needs as the business grows. 

  • Be POC for all Customer Ops topics, in order to ensure constant business continuity and delivery excellence. 

  • Set up telephony and chat support infrastructure, including back- and frontend services implementations

  • Implement AI-powered channels of CX, to ensure continuous CX and Cost-efficiency improvements 

  • Monitor the performance efficiency of all direct divisions. Act as mentor and coach to ensure team members are able to meet their KPIs, including SLAs, Quality, Productivity etc.

  • Be a single Owner of all incident management related topics, including proper communication and resolution delivery

  • Preparing, analyzing, and presenting data to the Project CEO as part of weekly and monthly performance reviews on support operations, including metrics, trends, and areas of improvement.

  • Be a POC for regulatory related reporting, including proper escalation and complaint management, as per regulation 

  • Training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.

  • Be an owner for all 3rd party Vendor management for the Project 

  • Undertake regular performance reviews and 1:1 meeting with direct reports against KPI's.

  • Lead the Staff planning and Workforce management for the Project, including recruitment, training and mentoring high performing profiles for various roles, growing the team as the business grows.

  • Collaborate cross functionally and work closely with both internal and external stakeholders to ensure an optimal end to end customer experience. Proactively drive root-cause analysis of existing customer pain points in partnership with product and engineering teams. 

  • Lead and inspire teams to maintain a constantly motivated and engaged team atmosphere.

Qualification Requirements:

  • Minimum 7 years of experience managing mid/big scale operations (100+ people) in a hi-growth environment, including different channels of customer communication

  • Minimum 3 years of experience in Banking or regulated banking Fintech 

  • Experience of having various seniority levels of people managers (Team Leads, Ops Managers, Senior managers) as direct reports

  • Highly data driven, ability to deep dive and analyze, play with pivot tables, and continuously improve the operations process based on key metrics and raw data

  • Experience in implementing software for Customer Operations business process management (inhouse development or leading third party vendors)

  • Experience in implementing telephony and chat support infrastructure from the scratch, including AI-powered tools

  • Experience troubleshooting mobile app related queries, including technical support/Helpdesk processes

  • Experience in running WFM, Staff planning and big Budgets planning 

  • Successful experience preparing compliance reports, to ensure regulatory guidelines are met while handling customer escalations.

  • Ability to multi-task, prioritize, manage time effectively and think outside the box

  • Ability to work under pressure in a fast-paced environment, with a strong focus on customer satisfaction

  • Hi-energy and goal-driven personality, focused on achieving big things in ½ the time that it takes most people

  • Excellent communication, engagement and people development skills

  • Bachelor degree from a reputable University is a must


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