Assistant Manager Operations
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Business Descriptor:
We are seeking an experienced professional to join the HIFSL NBFC team. This role is based at the NBFC Head Office in Mumbai and will play a key part in ensuring high-quality, well-controlled operational delivery.
The position focuses on client onboarding and account opening, supporting the department’s day-to-day processing, and ensuring consistent adherence to agreed turnaround times (TAT) and service level agreements (SLAs). The role will also provide guidance to the team, including helping to define processes for new products or activities, strengthening controls, and reducing operational losses.
Role Purpose
The purpose of this role is to ensure that transactions are processed accurately, efficiently, and without defects, with a strong emphasis on operational discipline, risk management, and continuous improvement.
Key Accountabilities
- Capacity and demand delivery: Ensure teams deliver outputs in line with agreed demand statements, balancing workload and resources to meet business requirements.
- Daily planning and prioritisation: Plan, allocate, and prioritise day-to-day processing across teams to ensure timely completion and effective management of exceptions.
- Performance and quality management: Set clear targets across multiple teams to achieve overall goals relating to production quality, productivity, and financial performance.
- Change implementation: Support and implement change programmes as directed by the Functional Manager, ensuring changes are embedded effectively and do not compromise control standards.
- Operating procedures and governance: Develop and/or implement operating procedures in line with the Business Services Operating Model, ensuring local procedures are documented, understood, and appropriately governed.
- CDD/KYC remediation leadership (where required): Lead or support remediation activities related to Customer Due Diligence (CDD) and Know Your Customer (KYC) checks, ensuring issues are resolved within agreed timelines and in line with policy requirements.
Principal Responsibilities — Design Development, Operational Effectiveness and Controls
Key Responsibilities
- Adhere to HIFSL guidelines: Ensure all tasks and deliverables are completed in full alignment with applicable HIFSL policies, standards, and operating procedures.
- Maintain high processing accuracy: Execute all assigned activities with a strong focus on quality, aiming for error-free processing and minimising rework, exceptions, and operational risk.
- Escalate issues promptly: Identify and report any deviations, irregularities, or control gaps to the line manager in a timely manner, providing clear details to support swift resolution.
- Drive continuous improvement: Take a proactive approach to identifying opportunities to enhance process efficiency, performance, and control effectiveness, and recommend practical improvements that can be implemented within the team.
- Protect the organisation from financial loss: Ensure accurate and timely updates to Franchisee Margin to prevent financial impact arising from incorrect maintenance, miscalculations, or unauthorised changes.
- Comply with financial crime requirements: Follow all relevant KYC, AML, and Sanctions requirements, ensuring compliance obligations are met consistently and any concerns are escalated through the appropriate channels.
- Support wider departmental needs: Undertake any additional responsibilities assigned within the department, as required, to support business priorities and operational continuity.
Education Qualifications, Certifications and Role Requirements:
Qualifications
- A graduate or postgraduate degree (or equivalent qualification).
- Experience and Knowledge
- Demonstrable experience and/or a strong working understanding of relevant functions such as Risk Management Policy, Compliance, Business Risk, or similar control and governance roles.
- Prior experience working in an NBFC and/or sound knowledge of Loan Against Securities (LAS) products and related processes.
- 3–5 years’ relevant professional experience.
- Technical and Analytical Skills
- Strong, hands-on capability in Microsoft Excel and PowerPoint, along with other standard office productivity tools.
- Working knowledge and practical experience in Power BI, including data analysis and reporting (where applicable).
Pro-tip : Familiarity with AI-enabled tools is an advantage.
Managing Day-to-Day Operations
Service Delivery and SLA Management:
- Ensure the timely and accurate delivery of day-to-day operational activities, consistently meeting agreed turnaround times.
- Adhere to all applicable Service Level Agreements (SLAs) and proactively manage exceptions to prevent delays or service disruption.
- Take prompt and effective action on queries raised by internal and external customers, ensuring responses are clear, complete, and within expected timelines.
Stakeholder and Customer Management:
- Maintain strong, professional working relationships with internal and external customers and stakeholders, providing a high-quality, error-free service experience.
- Communicate in a timely manner to ensure stakeholders remain informed of progress, performance, and outcomes for assigned activities, including any risks, dependencies, or delays.
Team Coordination and Performance Delivery:
- Coordinate effectively with team members to ensure work is prioritised appropriately, responsibilities are clear, and timelines are consistently met.
- Demonstrate a target-driven approach to individual performance, tracking outcomes and showing continuous improvement in productivity and quality.
- Drive productivity improvements across activities performed by identifying bottlenecks, streamlining steps, and promoting efficient ways of working.
People Development and Coaching:
- Train, mentor, and support team members, providing guidance that helps them improve performance and progress towards their professional development goals.
- Provide constructive, qualitative feedback to employees on a regular basis, reinforcing good practice and encouraging faster, error-free processing.
Controls, Compliance and Operational Risk:
- Maintain robust internal control standards and ensure consistent implementation and observance of Group Compliance Policy requirements.
- Maintain a strong awareness of operational risk, taking appropriate actions to minimise the likelihood of occurrence and to reduce impact where risks are identified.
- Ensure the timely closure and implementation of internal and external audit actions, including remediation of issues raised by auditors and any matters highlighted by external regulators.
Governance and Regulatory Awareness:
- Develop and maintain a sound understanding of relevant RBI/BIM guidelines and applicable instruction manuals.
- Correctly interpret reporting requirements and ensure accurate, complete, and timely reporting, in line with regulatory and internal governance expectations.
Ethics and Conduct:
- Uphold the highest standards of ethical behavior and integrity, setting a positive example and reinforcing a strong risk and conduct culture within the team.
Role Requirements / Education Qualifications / Certifications / Experience:
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Issued by The Hongkong and Shanghai Banking Corporation Limited, India