Role Overview
We are looking for a Brand EMI Operations Excellence Lead to drive operational efficiency, process standardization, automation, and governance across Brand EMI operations. The role will ensure timely offer launches, high execution accuracy, and scalable processes while partnering closely with Business, Product, Tech, and Operations teams.
Key Responsibilities
Operations & Team Management
Own end-to-end Brand EMI BAU operations and ensure adherence to SLAs and process controls.
Lead and manage a team of analysts/associates, driving performance through defined KRAs and KPIs.
Develop SOPs, governance frameworks, and process controls to improve efficiency and scalability.
Identify process gaps and drive continuous improvement initiatives.
Stakeholder Management
Collaborate with Business, Brand, Product, Tech, and Operations teams to ensure seamless offer execution.
Manage timelines, dependencies, and escalations to ensure timely go-live of offers.
Automation & Process Excellence
Lead automation initiatives across offer creation, validation, and deployment workflows.
Partner with Product and Tech teams to build tools, dashboards, and automated solutions that reduce manual effort.
Quality & Governance
Establish quality control frameworks, audit mechanisms, and validation checks.
Ensure zero-defect execution and compliance with internal and partner guidelines.
Performance & Reporting
Track key metrics including offer go-live TAT, QC error rates, automation coverage, and process efficiency.
Build dashboards and provide actionable insights to drive operational improvements.
Requirements
10+ years of experience in Operations, Process Excellence, or Program Management.
Experience in Fintech, Payments, Lending, or EMI businesses.
Strong analytical, stakeholder management, and team leadership skills.
Exposure to automation and process improvement initiatives; knowledge of Excel, SQL, or Python is preferred.