Operational Excellence Lead

Role Overview – Head, Functional Support & Operations Excellence

As the

Head of Functional Support & Operations Excellence

within SMG / SRE, this leader will be responsible for managing the end-to-end process of customer issue resolution, ensuring timely response, accurate triage, and high service quality across multiple business functions. The role also involves driving process efficiency, data-driven insights, and continuous improvement initiatives to enhance the overall customer and user experience.

Key Responsibilities

Lead the functional support team handling issues and escalations from call centres, branches, RMs, business operations, and risk teams.

Oversee triage and root cause identification of issues — categorize as functional, user-related, or technical system bug.

Ensure timely responses and periodic updates through ServiceNow.

Publish weekly dashboards summarizing incidents, trends, and performance metrics.

Collaborate closely with development, infrastructure, and business operations teams to drive RCAs and corrective actions.

Lead initiatives to improve operational efficiency, automate manual processes, and strengthen governance around issue management.

Key Result Areas (KRAs) and Key Performance Indicators (KPIs)

1. Incident & Escalation Management

• Average resolution time for critical issues - Reduction in repeat incidents (YOY improvement %) - Number of escalations requiring senior management intervention

2. Stakeholder Communication

3. Process & Operational Excellence

4. Governance & Compliance

5. Team Performance & Capability Building

Driving Operations Excellence – Measured Outcomes

1.Standardizing Processes :

Establishing clear triage, RCA, and closure workflows to reduce ambiguity and improve accountability.

Outcome : 30% faster resolution cycle and improved first-time-right responses.

2.Data-Driven Decision Making :

Leveraging dashboard analytics to identify recurring issues, system inefficiencies, and improvement opportunities.

Outcome : Measurable reduction in repeat incidents

3.Enhancing Cross-Functional Collaboration :

Building strong coordination with Dev, QA, and Business Operations teams for faster root cause identification and permanent fixes.

Outcome : Improved cross-team RCA turnaround by 25%.

4.Operational Metrics Visibility :

Publishing transparent weekly / monthly performance reports for management review.

Outcome : Early visibility of risk areas and continuous service improvement.

5.Continuous Improvement Culture :

Implementing Kaizen-style improvements and automation of repetitive tasks.

Outcome : Year-on-year productivity improvement of 15–20%.

Requirements :

12+ years of experience in production support or a similar role.

Strong leadership and team management skills.

Excellent communication and stakeholder management skills.

Proficiency in trading applications, Service Now, JIRA, and Confluence.

Strong analytical and problem-solving skills.

Ability to work in a fast-paced environment and prioritize tasks effectively.

Who can Apply :

Master / Graduation Degree

Excellent verbal and written communication skills

Stock Market knowledge is mandatory

Location : Mumbai