Division Lead - Retail Assets Operations

IDFC FIRST Bank; Thane; On-site; INR 1,800,000 - 2,900,000; Full time

Job summary

IDFC FIRST Bank in Thane is seeking a Division Lead – Retail Assets Operations to drive customer satisfaction by optimizing service delivery and enabling digital transformation. You will lead automation, governance, and continuous improvement initiatives across loan servicing teams.

You will manage 10–15 staff, work with stakeholders to implement system requirements, and ensure SLA adherence while delivering measurable business value.

Qualifications

• Graduation in commerce or related fields with postgraduate business qualification.
• 10–18 years of relevant experience in loan servicing and operations.
• Experience leading large teams and delivering on SLA and quality metrics.

Responsibilities

• Oversee loan servicing processes with defined TAT and error-free processing.
• Lead automation and process improvement initiatives across the unit.
• Drive governance, risk assessments, and SOP documentation.
• Mentor team members and manage on-roll and outsourced staff.
• Collaborate with stakeholders to define system requirements and integrations.
• Analyze data to derive actionable insights and performance improvements.
• Ensure compliance with internal and external standards.
• Build digital workflows connecting front and back offices.

Skills

Leadership

Team management

Communication

Stakeholder management

Automation & process reengineering

Digital solutions & integrations

Data interpretation & analysis

Audit & governance

Cross-functional collaboration

Customer-focused service

Education

B.Com

B.Sc

BA

BBI

BMS

MBA

M.Com

MA

Tools

Finn One

Job description

Job Title: Division Lead - Retail Assets Operations

Department/Function: Operations

Job Purpose

We are seeking a Division Lead – Retail Assets Operations (H) to join our Loan Servicing – Retail Asset Operations team. This leadership role is responsible for driving customer satisfaction by enhancing service delivery, optimizing operational processes, and enabling digital transformation. The role demands strategic thinking, process reengineering, and collaboration across departments to improve turnaround times, accuracy, and customer experience. The ideal candidate will lead initiatives that align with the bank’s broader objectives, focusing on automation, governance, and continuous improvement.

Roles & Responsibilities

• Oversee loan servicing processes including pre-closure, loan cancellation, and service request tracking and closure within defined TAT.
• Ensure error-free transaction processing and adherence to organizational policies.
• Manage a team of 10–15 employees, including on-roll and outsourced staff.
• Drive quality and SLA adherence across the unit.
• Lead automation and process improvement initiatives.
• Conduct audits and ensure compliance with internal and external standards.
• Analyze consumer support data to identify actionable insights and improvement strategies.
• Collaborate with internal stakeholders to define and implement system requirements.
• Conduct regular process reviews to identify gaps and recommend improvements.
• Leverage technology to reduce turnaround time and enhance digital service delivery.
• Identify and implement fixes across People, Policy, Process, Technology, and Training.
• Build digital workflows connecting front and back offices for seamless execution.
• Drive digital system integrations across multiple applications.
• Ensure customer support activities deliver measurable business value.
• Maintain governance standards including SOP documentation, risk assessments, user access reviews, PII security, and third-party vendor compliance.
• Demonstrate strong presentation and communication skills.
• Influence stakeholders and build effective relationships to drive execution.
• Deliver results under pressure while maintaining high quality standards.
• Guide and mentor team members to ensure timely and accurate task execution.
• Apply advanced data analysis techniques for deep-dive reviews and reporting.
• Expertise in loan servicing systems such as Finn One or similar LMS platforms.
• Strong leadership and team management capabilities.
• Excellent communication and interpersonal skills.
• Proven ability to drive SLA and quality metrics.
• Strategic mindset with a focus on automation and process reengineering.
• Technological acumen to implement digital solutions and integrations.
• Analytical skills to interpret data and present actionable insights.
• Experience in audit management and compliance governance.
• Ability to manage cross-functional collaboration and stakeholder engagement.
• Customer-first approach aligned with IDFC First’s service excellence culture.

Educational Qualifications

Graduation: Bachelor of Commerce (B.com) / Bachelor of Science (B.Sc) / Bachelor of Arts (BA) / Bachelor of Business & Insurance (BBI) / Bachelor of Management Studies (BMS)

Post-Graduation: Master of Business Administration (MBA) / Master of Commerce (M.com) / Master of Arts (MA)

Experience

10 - 18 years of relevant experience