Head Operations

Dhani Loans and Services (DLSL); Gurugram District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Dhani Loans and Services (DLSL) in New Delhi/Gurgaon is seeking a VP / Head Operations with 10+ years in banking, NBFC, and fintech to lead end-to-end lending operations, ensure compliance, and drive performance. You will manage multiple loan products, streamline processes, and partner with Tech, Risk, Credit, and Legal to uphold regulatory standards while building scalable, automated workflows.

This role demands strong leadership across regional teams, governance, and customer service

Qualifications

• 10+ years of operations experience in banking, NBFC, or fintech.
• Strong focus on compliance, audit, and regulatory reporting.
• Experience with end-to-end lending life cycle.
• Proven leadership of large operations teams.
• Track record of process automation and system integration.

Responsibilities

• Oversee end-to-end lending lifecycle from sourcing to post-disbursement.
• Manage multiple loan products and monitor processing TAT.
• Ensure RBI AML/KYC compliance and regulatory reporting.
• Act as SPOC for audits, risk controls and reconciliations.
• Lead LMS migration and drive loan operations automation.
• Manage cross-functional operations teams regionally PAN India.
• Set up customer service frameworks and grievance handling.
• Develop MIS dashboards using QlikView and SQL.
• Coordinate with Credit, Legal, Compliance, and Tech teams; vendor/partner management.
• Oversee loan servicing: repayments, foreclosures, restructuring.

Skills

Lending operations

Regulatory compliance

Team leadership

Process automation

Audit & risk

Regulatory reporting

Vendor management

Tools

FinnOne LMS

Finanza

MySQL

QlikView

Flexcube

Laser Soft

SAP FI

Oracle

Bloomberg

SunGard

Lotus Notes

MS Office

Job description

Job Title: VP / Head Operations

Location: New Delhi / Gurgaon

Experience: 10+ Years

Role Summary:

Operations professional with 10+ years of experience in Banking, NBFC, and Fintech,

currently handling end-to-end lending operations with a strong focus on compliance, audit,

process automation, and team management. Extensive experience across pre-disbursement,

disbursement, and post-disbursement activities along with regulatory reporting and system

implementation.

Key Responsibilities:

1. End-to-End Lending Operations

• Managing complete loan lifecycle including sourcing, login, underwriting condition validation, approval, disbursement, and post-disbursement.
• Handling multiple products including Consumer Loans, TW, Auto, Gold Loans, Solar Loans, LAP, LAMF, Fleet Financing, and Cross-sell products.
• Monitoring TAT across all operational stages and ensuring process adherence.

2. Compliance & Regulatory Management

• Ensuring adherence to RBI guidelines, AML/KYC norms, Digital Lending Guidelines, and Fair Practices Code (FPC).
• Managing AML/KYC reporting, Re-KYC implementation, VKYC processes, PEP checks, and Bureau reporting.
• Handling regulatory compliance for RBI, CERSAI, MCA, and CKYC reporting.
• Acting as nodal officer for RBI CMS and managing regulatory complaints and grievance redressal.

3. Audit, Risk & Control

• Acting as SPOC for internal and external audits and due diligence.
• Managing IFC testing, RCM controls, RCSA processes.
• Ensuring strong control over reconciliation of bank accounts and operational quality assurance.
• Monitoring discrepancies and ensuring closure within defined timelines.

4. Process Improvement & Automation

• Leading LMS migration (Neo FinnOne to Finanza) within tight timelines.
• Driving automation of:
  • Collection receipting via mobile application
  • Vendor payout processes (digital invoicing)
  • Manual operational activities into system workflows
• Working closely with Tech/Product teams for LOS/LMS enhancements, e-KYC, e- Sign, and system integrations.
• Performing UAT testing for new and modified processes.

5. Operations Management & Team Leadership

• Leading operations teams across Front-end, Backend, Central Ops, Audit, Compliance, Vendor Management, and IT support.
• Managing regional and PAN India operations including branch, hub, and central teams.
• Driving accountability, performance metrics, and team productivity.

6. Customer Service & Grievance Handling

• Setting up and managing customer service frameworks including contact center and grievance mechanisms.
• Handling regulatory and internal customer complaints within defined TAT.
• Ensuring high-quality customer onboarding and servicing experience.

7. MIS, Reporting & Analytics

• Designing and maintaining MIS dashboards and operational trackers.
• Preparing reports for management, audits, and regulatory requirements.
• Using tools like QlikView and SQL for operational risk analysis and reporting.

8. Stakeholder & Partner Management

• Coordinating with Credit, Legal, Compliance, Collections, Tech, BD, and Product teams.
• Managing partner integrations and ensuring smooth disbursement flows.
• Handling vendor management and partner relationships.

9. Loan Servicing & Post-Disbursement Operations

• Managing NACH mandates, repayments, foreclosures, part-payments, restructuring, and rescheduling.
• Handling EMI billing, POS reconciliation, loan closures, and title deed release.
• Ensuring accurate system maintenance and loan servicing operations.

Tools & Systems Exposure:

• FinnOne (LMS), Finanza, MySQL, QlikView
• Flexcube, Laser Soft, SAP (FI), Oracle
• Bloomberg, SunGard, Lotus Notes, MS Office