About INDmoney
INDmoney is India's #1 platform for investing in US stocks and a comprehensive wealth management super-app trusted by millions of users with billions in assets. Our GIFT City entity powers our global investing proposition, enabling Indian investors to seamlessly access international markets. We're building the operating infrastructure that makes cross-border investing as simple as a UPI transfer—and we need an operator who can architect and run that engine.
The Opportunity
You will be the architect of our GIFT City operations playbook — designing the systems, processes, and quality standards that govern how India's most ambitious investors experience global markets. You'll manage our operations and customer service team, own relationships with international banking units in GIFT City and correspondent banks in India, and be the person who never lets a recurring problem slide without understanding exactly why it happened and how to make sure it never happens again.
What You Will Own
1. Process Architecture & Playbook Building
- Design and document end-to-end SOPs for the full US investing lifecycle: account opening, fund remittance, trade execution, settlement, reporting, and account closure.
- Build escalation matrix, RACI frameworks, and decision trees that enable the team to resolve issues with minimal upward dependency.
- Create playbooks for regulatory edge cases, failed transactions, and partner bank delays — ensuring every scenario has a defined response.
- Own the continuous improvement cycle: review playbooks quarterly, incorporate learnings from root cause analyses, and keep documentation current as regulations or partner processes evolve.
2. Root Cause Analysis & Operations Intelligence
- Lead structured RCA for all high-impact or recurring incidents — not just identifying what broke, but why systems or processes allowed it to break.
- Build a living tracker of operational failures and near-misses, categorized by driver (partner, regulatory, product, process, or team).
- Translate operational failure patterns into prioritized improvement roadmaps, and present these to product and leadership with data-backed business cases.
- Establish operational health metrics — ticket deflection rates, first-contact resolution, SLA adherence by partner, escalation frequency — and own improving them month-on-month.
3. Team Leadership — Operations & Customer Service
- Lead and develop the GIFT City operations and customer service team, setting KPIs, running structured reviews, and coaching for performance.
- Build training programs anchored in the playbooks you create — ensuring every team member can handle the full range of customer scenarios with confidence and consistency.
- Design quality frameworks and regular audits to assess customer communication quality, process adherence, and resolution accuracy.
- Foster a team culture of ownership: every unresolved issue is a problem to be fixed at the root, not just closed on the ticket.
4. Product & Customer Intelligence
- Translate customer pain points and operational failure patterns into structured, data-backed problem statements for the product team.
- Track the operational impact of every product release on ticket inflow, resolution time, and customer satisfaction — providing feedback loops that improve product prioritization.
- Build self-serve content and in-app guidance that reduces inbound contact on high-frequency, low-complexity issues.
What We're Looking For
Must-Have Experience.
- Deep experience building SOPs, process documentation, and operational playbooks from scratch (not just inheriting them).
- Proven track record of conducting and actioning root cause analyses on operational failures.
- Experience managing cross-functional or external stakeholders (banks, brokers, regulators) with measurable outcomes.
- Prior team management experience — not just team membership.
Strong Differentiators
- Data fluency — comfort with Excel/Sheets-based analysis, basic SQL, or working with BI dashboards.
- Experience working in or with a fintech at growth stage — you're comfortable with ambiguity and building without a template.
Mindset & Approach
- You think in systems, not in tasks. When something breaks, your first instinct is to find the upstream cause, not just fix the downstream symptom.
- You document everything — not because you're told to, but because you know that undocumented processes can't scale or be improved.
- You're equally comfortable in a stakeholder meeting and deep in a spreadsheet. You can present an RCA to leadership and mentor a junior team member in the same afternoon.
- You're not a CS supervisor who wants to grow — you're a process architect who happens to lead a team.
Why INDmoney
- Build from the ground up: GIFT City is still young. You won't inherit someone else's broken system — you'll design the right one.
- High-impact, visible role: Operations failures in global investing have direct customer and regulatory consequences. Your work will be seen and felt immediately.
- Mission-driven product: We're giving Indian investors access to global wealth creation — the stakes and the ambition are real.
- Comprehensive benefits including insurance, performance incentives, and a growth environment that rewards operators who build things, not just run things.
