Operations Head

About the role

The Operations Head will lead the operational and administrative functions of the Commercial business unit, ensuring alignment with key business objectives. This senior role partners with risk, compliance, and cross‑functional teams to deliver efficient, compliant, and customer‑focused services.

Key responsibilities

• Ensure operational compliance with regulatory requirements such as FIA and AML legislation by working closely with Risk and Compliance functions.
• Build trust‑based relationships across business units and external stakeholders to foster openness and collaboration.
• Define, implement, and maintain policies, procedures, standards, and frameworks that improve operational efficiency and manage risk.
• Oversee middle‑ and back‑office processes for the Commercial segment, maintaining a robust control environment and sustainable profitability.
• Collaborate with Distribution, Marketing, Learning & Development, Commercial Rural Teams, Sub‑segment, and Product Houses to ensure consistency, accuracy, and efficiency in training, reporting, and content management.
• Manage operational deliverables for services such as complaint handling, disputes management, chargebacks, and other customer‑focused processes.
• Support digitisation initiatives by identifying gaps, streamlining processes, and implementing innovative solutions.
• Actively resolve escalated customer complaints and incidents, enhancing overall customer experience.

Required profile

• Bachelor’s degree in Business Administration or a related field.
• 3–5 years of experience in a similar operational environment, with at least 1–2 years in a leadership role.
• Demonstrated ability to work in a dynamic, evolving environment and adapt to shifting responsibilities.
• Strong ownership, accountability, and solution‑oriented mindset.

Required skills