Assistant Vice President (AVP) – Operations & IT Infrastructure (BPO)

SHOBI Group; Pune District; On-site; INR 550,000 - 900,000; Full time

Job summary

SHOBI Group in Pune is seeking an AVP – Operations & IT Infrastructure to lead our BPO delivery across BFSI, ensuring 99.99% uptime, regulatory compliance, and seamless client engagements.

This executive role blends operational excellence with secure IT architecture, supervising SLAs, incident response, core banking flows, KYC/AML, DR readiness, and budgeting while keeping data integrity at the forefront.

Qualifications

• 5+ years of progressive leadership in BPO/ITES operations.
• Bachelor’s or Master’s degree in CS/IT, Business Admin, or Finance.
• Certifications such as ITIL, PMP, CISM or CISSP preferred.

Responsibilities

• Own end-to-end service delivery with SLAs, KPIs, and TAT benchmarks.
• Lead banking operations inquiries, core banking integrations, and KYC/AML processes.
• Manage secure IT infrastructure, cloud/on-prem networks, and RBI-compliant security.

Skills

Banking operations leadership

Vendor management

IT security compliance

Financial budgeting

Client leadership

Strategic vision

Education

Bachelor’s or Master’s in CS/IT/Business Admin/Finance

Tools

ITIL

PMP

CISM

CISSP

Job description

About the Role

Job Summary & Strategic PurposeWe are seeking an experienced AVP – Operations & IT Infrastructure to lead our Business Process Outsourcing (BPO) division and spearhead client operations across the Banking, Financial Services, and Insurance (BFSI) sector. Grounded in SHOBI Group’s mission—Simplifying, Hastening, and Organizing business workflows with Integrity—this executive role bridges operational excellence with secure, high-availability IT infrastructure. You will serve as the ultimate subject-matter expert for all banking-related client inquiries, regulatory frameworks, and transaction workflows, while driving delivery performance across high-volume back-office, data processing, and client engagement operations under ISO 9001:2015 standards.Core Responsibilities & Banking Domain LeadershipYou will take end-to-end ownership of service delivery (SLAs, KPIs, and TAT benchmarks), serving as the primary escalations point capable of resolving complex banking operations queries—including core banking system integrations, retail/commercial banking workflows, KYC/AML compliance, loan processing, trade finance, and reconciliation. On the infrastructure front, you will architect, maintain, and safeguard enterprise IT systems, hardware environments, cloud/on-prem network architectures, and telecom infrastructure. You will enforce bank-grade security protocols (ISO 27001, SOC 2, PCI-DSS, RBI regulatory guidelines) and lead Business Continuity Planning (BCP) and Disaster Recovery (DR) frameworks to ensure 99.99% operational uptime.Qualifications, Experience & Leadership AttributesCandidates must possess 5+ years of progressive leadership experience in BPO/ITES operations, with a proven track record of managing multi-team environments and complex IT infrastructure within the BFSI domain. A Bachelor’s or Master’s degree in Computer Science, IT, Business Administration, or Finance is required, with relevant certifications (e.g., ITIL, PMP, CISM, or CISSP) strongly preferred. You must demonstrate deep expertise in banking domain operations, vendor/hardware management, IT security compliance, and financial budgeting (P&L responsibility). Exceptional client leadership, strategic vision, and an uncompromising commitment to data integrity are essential to excel in this role.