Operations Head - Customer Operations

Role overview

This opportunity is for a seasoned Operations Head to oversee customer operations across a fast-growing FinTech/NBFC business in Gurugram. The position calls for strong leadership, a process-driven mindset, a customer-first approach, and the capability to run large-scale teams while improving business outcomes.

Core responsibilities

• Take ownership of customer service, collections, contact center, and back-office functions.
• Shape operational plans and lead initiatives that improve processes and increase automation.
• Track performance through KPIs, SLAs, productivity indicators, and customer experience measures.
• Lead and scale large teams while building the next layer of leadership.
• Maintain adherence to regulatory requirements and internal operational standards.
• Work closely with senior stakeholders to support organizational growth.
• Build MIS reports, dashboards, and review packs for operational monitoring.

Experience and requirements

• Applicants should bring 8 to 16 years of experience in customer operations within a FinTech or NBFC environment.
• At least 4 to 5 years should be spent in leadership roles handling large teams.
• Hands-on exposure to customer service, collections, contact center, or back-office operations is important.
• A demonstrated history of improving operations and driving business change is expected.
• Strong leadership ability, analytical thinking, and stakeholder management skills are essential.
• A stable work history is mandatory.

Preferred capabilities

• Leadership in customer operations
• Contact center management
• Operations planning and execution
• Process improvement and automation
• Customer experience management
• SLA and KPI tracking
• Collections and service operations
• Compliance and risk awareness
• Stakeholder engagement
• MIS preparation and data analysis
• Business transformation
• Workforce planning
• Change leadership

Qualification

A graduate degree in any discipline is required. An MBA or other postgraduate qualification is preferred.