Position: Operations Manager
Department: Operations & Service Delivery
Location: Bangalore
Reports To: COO / Head of Operations
Experience Required: 512 years in Operations, Process Management, Service Delivery, or Workflow Management (preferably in Fintech, NBFC/BFSI, SaaS, or Digital Operations)
Overview
We are looking for a dynamic and detail-oriented Operations Manager to lead day-to-day operational workflows for DS Automate. This role will ensure seamless execution of client processes across digital notices, Digi E-Books workflows, collections support, API integrations, and partner coordination. The ideal candidate will have strong experience in process optimization, operations planning, compliance, and stakeholder management.
Key Responsibilities
1. Daily Operations Management
- Oversee the full cycle of operational processes for DS Automate, including notice processing, Digi E-Books workflows, and client service delivery.
- Ensure all operational tasks are executed accurately and within SLA timelines.
- Monitor day-to-day productivity, workload distribution, and quality checks.
2. Client & Partner Coordination
- Act as the primary operational point of contact for NBFCs, Banks, and fintech partners.
- Coordinate with clients for daily updates, issue resolution, escalations, and reporting.
- Ensure smooth onboarding of new clients, including workflow setup and documentation.
3. Process Optimization & Quality Control
- Identify gaps in existing processes and implement improvements for speed, accuracy, and efficiency.
- Build and refine SOPs, operational checklists, and compliance frameworks.
- Conduct internal audits and quality reviews on a regular basis.
4. Team Leadership & People Management
- Manage and mentor the operations team, including notice processing staff, support executives, and coordinators.
- Create shift plans, workload schedules, and training programs.
- Build a high-performance culture aligned with business priorities.
5. Reporting & MIS
- Prepare daily/weekly operational dashboards for internal stakeholders and clients.
- Track SLA compliance, TAT, productivity metrics, cost metrics, and exception handling.
- Maintain records for audit readiness and compliance reporting.
6. Technology & Platform Coordination
- Work closely with tech/product teams to resolve system issues, API errors, and workflow bugs.
- Provide input for feature enhancements to improve operational automation.
- Ensure adoption of DS Automate tools and digital workflows by all internal teams.
7. Compliance & Documentation
- Ensure all processes adhere to RBI, NBFC, legal, and data security guidelines.
- Maintain documentation for notices, communication flows, partner approvals, and audit trails.
- Oversee vendor compliance and service provider performance.
Required Qualifications & Experience
- 512 years experience in Operations, preferably in NBFC/BFSI, Fintech, SaaS, or Digital Services.
- Strong understanding of workflow management, service delivery, and operations compliance.
- Experience managing cross-functional teams and multi-client operations.
- Excellent problem-solving, communication, and stakeholder-handling skills.
- Proficiency in dashboards, MIS tools, and operational trackers.
Preferred Attributes
- Experience in notice processing, digital collections, API workflows, or fintech operations.
- Ability to manage high-volume, time-sensitive processes.
- Strong analytical mindset and process improvement orientation.
- High ownership, accountability, and ability to thrive in a fast-paced environment.
Why Join Us
- Be part of a fast-scaling digital operations platform powering NBFCs & Banks.
- Lead core functions that directly impact client satisfaction and business growth.
- High learning exposure in tech-enabled operations, automation, and digital compliance.
- Opportunity to grow into senior leadership roles.
