Job Summary:We are seeking a highly organized and results-driven Head of Operations to oversee and lead the PAN India operations of our Verification Agency, serving both public and private sector Banks. This role requires a leader who can ensure on-time and high-quality field verifications, optimize turnaround times (TAT), and maintain strong relationships with clients. The ideal candidate will be responsible for streamlining field operations, maintaining service quality, submitting timely reports to clients, and driving operational excellence across all locations.Key Responsibilities:Operations Management Manage end-to-end field verification operations across all locations in India. Ensure timely submission of accurate and high-quality verification reports to clients. Monitor and maintain TAT as per client SLAs for each type of verification. Instruct Location Heads / Managers to make sure verifications are conducted and completed on time.Client Management Act as the key operational point of contact for public and private banking clients. Ensure client expectations are consistently met or exceeded. Address and resolve operational escalations professionally. Identify opportunities to grow business from existing clients through service improvements and upselling.Quality Control Oversee the quality check process to ensure all reports sent to clients meet defined standards. Implement and monitor QC SOPs for all types of verifications. Review QC reports along with the analyst & Managers and initiate corrective and preventive actions where required.Team & Stakeholder Coordination Liaise with location heads, city managers, and regional teams to ensure operational alignment and smooth functioning. Conduct daily/weekly review meetings with managers and location heads to track performance, field challenges, and productivity. Gather and analyze reports from various regions to present actionable insights to leadership.Strategic Planning & Process Improvement Develop strategies to continuously improve TAT, field efficiency, and quality. Design and implement SOPs to standardize operations across the country. Use data and feedback to identify operational bottlenecks and eliminate inefficiencies. Collaborate with technology teams to implement tools or platforms that enhance operations.Key Requirements: Bachelor’s degree (Graduate in any field; preference for Business, Operations, or related discipline). MBA is an advantage. 8+ years of experience in operations management, preferably in verification, BFSI support services, or field operations. Strong understanding of field verification processes, especially in banking. Experience handling PAN India operations and multi-location team management. Proven track record in managing SLAs, TATs, and client delivery. Excellent leadership, communication, and problem-solving skills. Proficiency in Excel, MIS reporting, and using CRM/operations platforms. Flexibility and willingness to travel Adaptable to changing schedules, locations, or job requirements, showing you're ready for varied work settingsKey Performance Indicators (KPIs): Average Turnaround Time (TAT) % of Reports Delivered on Time Quality Score of Reports Client Satisfaction/Feedback Number of Operational Escalations Operational Cost Efficiency Team Productivity Metrics
ఇతర details
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Kayra Consultancy And Multiservices
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