Position Summary
The Senior Manager – Operations will be responsible for driving end-to-end operational management of the BAANKNET platform, ensuring seamless delivery of services to Member Banks and other stakeholders. The role will oversee day-to-day operations, production support, application lifecycle management, stakeholder engagement, vendor governance, regulatory compliance, service excellence, and continuous process improvement.
The incumbent will work closely with internal technology teams, Member Banks, regulatory authorities, implementation partners, and vendors to ensure high system availability, operational efficiency, SLA compliance, business continuity, and successful delivery of strategic initiatives.
Key Responsibilities Operations Management
· Manage end-to-end project operations, ensuring high availability, operational efficiency, and service excellence.
· Oversee incident, issue, problem, and service request management while ensuring adherence to SLAs and TATs.
· Monitor production operations, business continuity, operational resilience, and continuous service improvement.
Application & Product Operations
· Coordinate User Acceptance Testing (UAT), Change Requests (CRs), application releases, production deployments, and post-release hyper care.
· Track production defects, coordinate resolutions, and ensure smooth production support.
Stakeholder & Vendor Management
· Build and manage relationships with Member Banks, IBBI, technology partners, vendors, and internal stakeholders.
· Monitor vendor performance, contractual SLAs, delivery governance, and invoice validation.
· Act as the primary escalation point for operational issues and ensure timely resolution.
Project Coordination
· Coordinate cross-functional teams to ensure timely execution of operational initiatives and projects.
· Track milestones, manage resources, monitor project progress, and provide regular status updates to management.
Governance & Compliance
· Ensure compliance with organizational policies, regulatory requirements, audit observations, information security standards, and DPDP guidelines.
· Maintain operational documentation, identify risks, and implement appropriate mitigation measures.
Reporting & Process Excellence
· Prepare MIS, dashboards, KPI reports, and operational analytics for senior management.
· Analyse trends, identify improvement opportunities, and drive process optimization and automation initiatives.
Team Leadership
· Lead, mentor, and develop the operations team while fostering a culture of accountability, collaboration, customer focus, and continuous improvement.
QualificationsEducation
· BE/B. Tech/BCA or Bachelor's degree in Computer Science, Information Technology, Commerce, Engineering, Operations Management, or a related discipline.
Experience
· Around 7-10 years of experience in Banking, FinTech, or Operations.
· Experience managing large-scale banking applications, production support, vendor governance, and SLA-driven service delivery.
· Exposure to digital banking platforms and regulatory/compliance-driven environments is preferred.
Key Competencies
· Banking & Digital Operations
· Incident, Change & Release Management
· UAT & Production Support
· Project & Stakeholder Management
· Vendor & SLA Management
· Risk, Audit & Compliance
· MIS, Reporting & Data Analysis
· Decision Making & Problem Solving
· Excellent Written, Verbal & Presentation Skills
Pay: ₹35,000.00 - ₹55,000.00 per month
Benefits:
- Paid sick time
- Provident Fund
Work Location: In person
