Operations Excellence Manager

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

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