Job Category: Head of Operations
Job Type: Full Time
Job Location: Mumbai
Job Company: Dvara SmartGold
Number of Position: 1

Dvara SmartGold, a disruptive fintech, enables households to create a financial safety net through the medium of uniquely crafted gold micro-savings plans.

The Head of Operations will be responsible for overseeing all day-to-day operations and support the COO to improve the overall departmental performance.

Key Responsibilities:

  • Managing direct reports which covers Collection, Customer Experience (Call Centre and Loan origination) and Software operators
  • Provide and execute new ideas on process improvements
  • Refurbish SOPs for the whole operations division
  • Strengthen governance
  • Monitor the performance of the divisions and prepare adequate feedback
  • Liaise closely with management and communicate any issues that arise from day to day operations
  • Establish efficient, cost effective and scalable processes for operations and support with a focus on ‘Customer delight’.
  • Manage and lead ‘Continuous System Improvements’ around technical support and services to achieve the objectives and goals to support the organizational vision.
  • Ensure process and reporting compliance along with building required intelligence in operations as per regulations.
  • Mitigate operational risks through reconciliation.
  • Enable large scale agent and merchant on boarding.
  • Ensure a competitive cash management system to provide a higher ROI to channel investments
  • Evolve the overall QA process supported by business cases and strategic rationale
  • Lead the initiatives around service, CRM and automation.
  • Implement directives, enforce standards and operating procedures and build Tracking Systems, Scorecards & Ops Controls for Service, Quality, Efficiency, Productivity, Cost, Customer Service& other metrics
  • Ensure smooth and efficient functioning around client servicing, vendor management and call centre.
  • Develop mechanism for process improvement, continuous feedback and process productivity
  • Provide leadership to Application Support team and administer all production issues and generate short-term resolution
  • Ensure targeted service and performance standards are achieved or exceeded
  • Establish and manage communication channels within and among departments-being the liaison to provide customer feedback to the Management Team
  • Monitor progress of requests for support and ensure users and other interested parties are kept informed
  • Coordinate and manage outside vendors, contract negotiations, licensing, maintenance contracts and service level agreements
  • Run an SLA based service for Incident and Problem management

Qualification and Skills:

  • At least 5-7 years of experience of running Ops management and delivery independently with minimal supervision
  • Technical expertise in servicing and analysing existing systems for any technical issues
  • Knowledge of operations – from a payments/distribution background Knack of engaging with internal and external stakeholders akin to relationship management
  • Ability to handle scale of transactions and large ticket size around TAT
  • Proven record of executing CRM internally and externally
  • Experience in a B2B operations is a strong advantage.
  • Should be working knowledge of enterprise applications
  • Strong analytical skills, Communication skills and Presentation skills
  • Ability to take complex information and summarize for a broad audience of executives, professionals, and field representatives
  • Proactive, disciplined, individual who can drive results and well versed with Service Delivery processes
  • Dynamic, energetic, motivated, positive outlook with the ability to multi-task and work under pressure

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