Operations & Delivery Management
•Own end-to-end operational delivery across assigned Default Operations processes, ensuring SLA, quality, productivity, and turnaround-time targets are consistently achieved.
•Lead and provide directions to Team Leaders / Assistant Managers and ensure effective day-to-day management of their respective teams.
•Drive capacity planning, workload allocation, staffing, and resource utilization based on forecasted volumes and business requirements.
•Monitor operational performance against defined KPIs and take timely corrective actions for performance gaps.
•Drive backlog management, volume stabilization, productivity improvement, and operational efficiency across processes.
•Establish robust governance mechanisms for reviewing operational performance, risks, quality, capacity, and key deliverables.
•Own operational dashboards, reporting, management reviews, and performance updates.
•Identify process gaps and implement sustainable solutions through root cause analysis and continuous improvement initiatives.
•Partner with Operations, Training, Quality, Compliance, Workforce Management, and other support teams to improve service delivery.
•Ensure business continuity and appropriate contingency planning for critical operations.
Risk, Quality & Compliance
•Ensure adherence to US banking regulations, data security requirements, client-specific controls, policies, and standard operating procedures.
•Own quality and risk governance across assigned processes, including quality trends, defect analysis, calibration outcomes, audit observations, and control gaps.
•Ensure timely implementation and closure of corrective and preventive actions.
•Manage escalations related to quality disputes, operational risks, audit findings, and compliance concerns.
•Ensure audit readiness and timely closure of internal, client, and regulatory audit observations.
•Drive root cause analysis for recurring defects and implement appropriate preventive controls.
•Maintain strong operational controls to minimize errors, financial exposure, compliance risk, and customer impact.
•Ensure timely escalation of material operational and compliance risks to senior management and relevant stakeholders.
People Management
•Lead, coach, and develop Team Leaders / Assistant Managers and their respective teams.
•Own performance management, talent development, succession planning, capability building, engagement, and attrition control.
•Conduct regular one-on-one meetings, performance reviews, coaching, and feedback sessions with direct reports.
•Review team performance, identify development opportunities, and create appropriate performance improvement plans where required.
•Build leadership capability within the team and develop a strong pipeline for future Team Lead / Assistant Manager roles.
•Support hiring, onboarding, training, cross-skilling, certification, and ramp-up activities.
•Promote a culture of accountability
Technical requirements
•10 to 12 years of experience in Default Operations, Default Servicing, Banking Operations, or Financial Services Operations.
•Minimum 3+ years of experience in an Assistant Manager / Operations Manager / equivalent people-management role.
•Experience managing Team Leaders / Assistant Managers and medium-to-large operational teams preferred.
•Demonstrated experience in SLA management, quality governance, risk and compliance, client management, and operational reporting.
•Experience supporting transitions, GCC operations, process migrations, stabilization, or transformation initiatives preferred.
•Prior exposure to US banking / lending / loan servicing operations would be an advantage.
Educational Qualification
•Graduate in any discipline (mandatory).
•MBA / PGDM preferred but not mandatory.
•Certifications in Lean Six Sigma, Operations Management, Project Management, or Quality Management would be an added advantage.
Additional responsibilities
Location - Hyderabad
Shift Timings – Night shift
Work Mode – All 5 Days Work from office (Nonnegotiable)
Educational requirements
Master Of Business Adm.,Master Of Commerce,Bachelor Of Business Adm.,Bachelor Of Commerce
