Indiabulls Group
Website:
indiabulls.com
Job details:
Dhani is a leading digital-first NBFC platform, focused on delivering seamless and instant financial solutions to millions of customers across India. With a strong focus on technology, speed, and customer experience, we are building next-gen lending and financial services products.
Role Overview
We are looking for a high-impact, execution-driven Operations Head to lead and scale end-to-end operations for Dhani’s lending business. This role is critical in ensuring speed, control, compliance, and customer experience across the lifecycle—from onboarding to collections—while supporting rapid business growth.
Key Responsibilities
1. End-to-End Lending Operations
- Own the complete lifecycle: customer onboarding, KYC, underwriting ops, disbursement, servicing, and collections support
- Ensure high-speed, zero-error execution in a high-volume digital environment
- Drive operational readiness for new product launches
2. Digital & Process Excellence
- Lead automation, digitization, and straight-through processing (STP) initiatives
- Continuously improve TAT, approval rates, and cost efficiencies
- Work closely with Product & Tech to enhance LOS/LMS systems
3. Compliance, Risk & Governance
- Ensure strict adherence to RBI regulations, NBFC norms, and audit frameworks
- Build strong controls across onboarding, fraud checks, and disbursement
- Partner with Risk & Compliance to proactively mitigate operational risks
4. Scale & Team Leadership
- Build and lead large, multi-location operations teams (including vendor ecosystem)
- Drive a performance-driven, high-ownership culture aligned with Dhani’s fast-paced DNA
- Set KRAs, monitor productivity, and ensure strong governance
5. Stakeholder & Cross-Functional Collaboration
- Work closely with Business, Credit, Risk, Product, Tech, Finance, and Collections
- Act as a key enabler in translating business strategy into operational execution
- Manage third-party vendors, call centers, and operational partners
6. Customer Experience & Retention
- Ensure frictionless customer journeys across digital touchpoints
- Drive reduction in complaints, escalations, and drop-offs
- Build scalable processes to enhance customer trust and retention
7. Data-Driven Operations
- Own MIS, dashboards, and real-time tracking of operational metrics
- Use data to drive decisions on approval funnels, productivity, and risk trends
- Present actionable insights to leadership
What We’re Looking For
- 10–18 years of experience in NBFC / Fintech / Banking operations
- Strong exposure to digital lending, high-volume operations, and customer lifecycle management
- Proven ability to scale operations in a fast-growth, startup-like environment
- Deep understanding of RBI regulations, KYC, lending processes, and risk controls
- Experience managing large teams + vendor ecosystem
Key Competencies
- High ownership & execution mindset
- Strong problem-solving and analytical thinking
- Ability to thrive in a fast-paced, ambiguous environment
- Stakeholder management & influencing skills
- Process and automation orientation
Preferred
- Experience in fintech / digital NBFC platforms
- Hands-on exposure to LOS/LMS, automation tools, and analytics dashboards
- Six Sigma / Lean certifications (good to have)
Click on Apply to know more.