Job Title

Dhani is a leading digital-first NBFC platform, focused on delivering seamless and instant financial solutions to millions of customers across India. With a strong focus on technology, speed, and customer experience, we are building next-gen lending and financial services products.Role OverviewWe are looking for a high-impact, execution-driven Operations Head to lead and scale end-to-end operations for Dhani’s lending business. This role is critical in ensuring speed, control, compliance, and customer experience across the lifecycle—from onboarding to collections—while supporting rapid business growth.Key Responsibilities1. End-to-End Lending OperationsOwn the complete lifecycle: customer onboarding, KYC, underwriting ops, disbursement, servicing, and collections supportEnsure high-speed, zero-error execution in a high-volume digital environmentDrive operational readiness for new product launches 2. Digital & Process ExcellenceLead automation, digitization, and straight-through processing (STP) initiativesContinuously improve TAT, approval rates, and cost efficienciesWork closely with Product & Tech to enhance LOS/LMS systems3. Compliance, Risk & GovernanceEnsure strict adherence to RBI regulations, NBFC norms, and audit frameworksBuild strong controls across onboarding, fraud checks, and disbursementPartner with Risk & Compliance to proactively mitigate operational risks4. Scale & Team LeadershipBuild and lead large, multi-location operations teams (including vendor ecosystem)Drive a performance-driven, high-ownership culture aligned with Dhani’s fast-paced DNASet KRAs, monitor productivity, and ensure strong governance5. Stakeholder & Cross-Functional CollaborationWork closely with Business, Credit, Risk, Product, Tech, Finance, and CollectionsAct as a key enabler in translating business strategy into operational executionManage third-party vendors, call centers, and operational partners6. Customer Experience & RetentionEnsure frictionless customer journeys across digital touchpointsDrive reduction in complaints, escalations, and drop-offsBuild scalable processes to enhance customer trust and retention7. Data-Driven OperationsOwn MIS, dashboards, and real-time tracking of operational metricsUse data to drive decisions on approval funnels, productivity, and risk trendsPresent actionable insights to leadershipWhat We’re Looking For10–18 years of experience in NBFC / Fintech / Banking operationsStrong exposure to digital lending, high-volume operations, and customer lifecycle managementProven ability to scale operations in a fast-growth, startup-like environmentDeep understanding of RBI regulations, KYC, lending processes, and risk controlsExperience managing large teams + vendor ecosystemKey CompetenciesHigh ownership & execution mindsetStrong problem-solving and analytical thinkingAbility to thrive in a fast-paced, ambiguous environmentStakeholder management & influencing skillsProcess and automation orientationPreferredExperience in fintech / digital NBFC platformsHands-on exposure to LOS/LMS, automation tools, and analytics dashboardsSix Sigma / Lean certifications (good to have)