Lead/head - Business Operations (10 To 18 Years From Fintech/insurtech)

Operational Excellence Leader

You will play a pivotal role in driving operational excellence, scaling processes, and delivering seamless experiences on our tech-driven platform. You will lead cross-functional teams across data management, case management, enterprise experience, and quality assurance, ensuring high standards of efficiency, accuracy, and stakeholder satisfaction.

The ideal candidate is a strategic thinker with a bias for execution-adept at building scalable systems, streamlining operations, obsessive adherence to timelines and aligning day-to-day workflows with organizational goals. This is a mission-critical leadership role requiring a strong grasp of tech operations, data-driven decision making, and a commitment to service innovation in the delivery ecosystem.

Key responsibilities:

• Lead End-to-End Operations: Oversee the full operations ensuring quality and adherence to timelines.
• Drive Process Excellence: Build and enforce scalable SOPs; monitor daily / monthly targets and streamline workflows for efficiency and consistency.
• Cross-Functional Coordination: Collaborate closely with internal teams (Legal, Communications, Key Accounts and Finance) and external stakeholders (enterprise users, arbitrators, vendors) for smooth case flow.
• Automation & Systems: Identify process gaps and drive automation; work with Tech / Product teams to develop tools and dashboards for performance tracking.
• User-centric Approach: Ensure user satisfaction and retention, source constructive feedback, understand user challenges, gain insights, suggest product and operational process improvements.
• Vendor & Case Management: Develop smart case allocation strategies to vendors, manage those relationships, and ensure continuity in service delivery.
• Team Leadership: Lead and mentor a high-performance ops team; define KPIs, drive accountability, and foster a culture of ownership and agility.
• Reporting & Compliance: Ensure timely MIS reporting, billing coordination with Finance, and continuous performance improvement using data insights.
• Escalations: Take ownership of complex or escalated enterprise concerns, working proactively to ensure resolution and satisfaction.