Senior Operations Specialist - Retail Assets Operations

Job Requirements

About the Role

We are seeking a Senior Operations Specialist – Retail Assets Operations (F) to join our Loan Servicing – Retail Asset Operations team. This role is pivotal in driving management’s vision to enhance customer satisfaction by delivering excellence in customer support, fostering a consumer-centric mindset, and surpassing departmental expectations. The role involves reengineering processes, developing digital customer journeys, and collaborating with internal stakeholders to improve performance across cost, quality, service, and speed. The ideal candidate will lead initiatives that transform operational efficiency and elevate the customer experience.

Key Responsibilities

Primary Responsibilities

• Manage loan servicing processes including EMI banking, record management, pre-closure, loan cancellation, and service request tracking and closure within defined TAT.
• Collaborate with PAN India collection and customer service teams, demonstrating strong communication and interpersonal skills.
• Leverage modern technology to streamline daily operations and reduce customer turnaround time.
• Conceptualize and build solutions in collaboration with business partners, OEMs, and tech stakeholders; present strategies to senior management using presentation tools.
• Conduct process reviews to identify and implement improvements across people, policy, process, technology, and training.
• Lead and manage a team of 30–40 on-roll and outsourced staff.
• Drive collaboration with internal stakeholders to define and implement system requirements.
• Monitor and drive quality and SLA adherence within the unit.
• Promote automation and process improvement initiatives.
• Manage audits and ensure compliance with internal and external standards.
• Preference will be given to candidates with prior experience in loan management systems.

Secondary Responsibilities

• Demonstrate strong influencing skills to engage stakeholders and drive execution.
• Maintain a delivery and results-oriented approach under pressure.
• Provide guidance to team members, ensuring timely and accurate execution of delegated tasks.

What We Are Looking For

Education

• Graduation: Graduate in any discipline from a recognized institution.
• Post-graduation: Postgraduate in any discipline from a recognized institution.

Experience

• Minimum 3 years of relevant experience in service operations, preferably in loan servicing or financial services.

Skills and Attributes

• Strong understanding of loan servicing processes and systems.
• Excellent communication and interpersonal skills.
• Technological acumen to drive digital transformation.
• Strategic thinking and problem-solving abilities.
• Experience in managing large teams and cross-functional collaboration.
• Ability to conceptualize and present solutions effectively.
• Proven track record in driving SLA and quality metrics.
• Audit management and compliance expertise.
• Customer-first mindset aligned with IDFC First’s service excellence culture.