Senior Manager - Operations - Volvo Financial Services

About the job

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future? If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.

Who We Are and What We Believe In

Our focus on Inclusion, Diversity, and Equity allows each of us the opportunity to bring our full authentic self to work and thrive by providing a safe and supportive environment, free of harassment and discrimination. We are committed to removing the barriers to entry, which is why we ask that even if you feel you may not meet every qualification on the job description, please apply and let us decide.

Applying to this job offers you the opportunity to join Volvo Group. Every day, across the globe, our trucks, buses, engines, construction equipment, financial services, and solutions make modern life possible. We are almost 100,000 people empowered to shape the future landscape of efficient, safe and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents with sharp minds and passion across the group’s leading brands and entities.

At Volvo Financial Services, we are working together to shape the world we want to live in. As the captive finance arm of the Volvo Group, VFS provides financial services and solutions that meet the needs of our customers’ evolving business. Through our dedication to innovation, we support society in its adoption of sustainable transport and equipment solutions. VFS is headquartered in Gothenburg, Sweden, and serves Volvo Group customers and dealers in more than 50 markets.

What You Will Do

Volvo Financial Services (VFS) is seeking a Senior Manager - Operations. You will report to the Head of Operations, VFS India. You will be a key member of the VFS India operations team and will be based at Bengaluru. The Senior Manager – Operations will be responsible for end‑to‑end operational efficiency across loan lifecycle processes for CV and CE financing. The role ensures seamless loan processing, disbursement, post‑disbursement operations, compliance with RBI regulations, service excellence, and operational risk management while supporting business growth and profitability.

Who are you?

As a Senior Manager - Operations, you should have a ownership and execution mindset, customer focus, strong data driven decision making and compliance focus. We believe the successful candidate has an effective level of competence to convert business intent into flawless execution.
In many of our markets, VFS has won the “Great Place To Work” award, where Great Work is done. By interacting with each other as an on-site business, we build relationships, which allow us to work together more efficiently and form stronger bonds with our colleagues and customers.

In this role, we believe it is the right mindset that will make a difference. If you, besides your genuine interest in working with people in Transforming Together, also have a positive, service-oriented, and collaborative mindset and take a proactive approach to handling all responsibilities - then we would welcome you to apply for this role.

What’s in it for you?

We offer a solid and competitive compensation package and benefits, plus you will enjoy a diverse working environment with a culture of care and inclusion. As an investment, we support your personal development and growth to achieve your career aspirations.

Volvo Financial Services is an on-site business, and we understand that you might need occasional or temporary flexibility, which your leader is equipped to manage and fits well with our culture, as being together enables us to build upon our innovative and collaborative culture, as well as develop you for continued success.

Ready for the next move?

Key Responsibilities

End-to-end lending operations ownership (Retail and Wholesale) 

• Own operational execution across the full loan lifecycle: onboarding, documentation, KYC/AML checks, sanction support, disbursement, post-disbursement documentation, collateral management, invoicing/repayment set-up, endorsements, reconciliations, customer service requests, and closure/foreclosure.
• Ensure clear segregation of duties, maker-checker controls, TAT adherence, and high quality across all operational outputs.
• Partner with Sales, Credit, Collections, Finance, Legal, and IT to remove bottlenecks and improve customer and dealer experience.

Policies, SOPs, and process governance

• Draft, implement, and maintain Operations policies, SOPs, process maps, checklists, and control frameworks for retail and wholesale products.
• Drive periodic review cycles to keep policies aligned with regulatory updates, internal risk appetite, product changes, and audit observations.
• Ensure policy-to-process translation is effective and measurable (controls embedded in workflows, not only documents).

Internal controls, operational risk, and issue remediation

• Identify operational risks, run root-cause analysis for incidents, and implement corrective and preventive actions (CAPA).
• Maintain operational risk and control self-assessments, KRIs, exception dashboards, and operational loss/event tracking (as applicable).
• Lead remediation of audit findings and regulatory observations, ensuring closures are timely and sustainable.

Internal audit coordination and audit readiness

• Be the Operations SPOC for internal audit, statutory audit support (as relevant), and third-party/outsourcing audits.
• Prepare evidence packs, ensure data integrity, coordinate responses, and track action plans to closure.
• Conduct periodic internal process reviews and sample checks to test design and operating effectiveness of controls.
• Own end-to-end closure of audit observations for operations area and prevention of repeat findings through control and process enhancements.

Training, capability building, and team leadership

• Train operations staff and cross-functional stakeholders on processes, policies, controls, and regulatory requirements relevant to operations.
• Create and maintain training calendars, playbooks, and certification or assessments for critical processes.
• Coach team members, define performance goals, and build a culture of ownership, quality, and customer-centric execution.

Service quality, customer experience, and SLA management

• Define SLAs/OLAs for core processes and monitor TAT, first-time-right, rework rates, customer complaints, and dealer satisfaction.
• Drive systemic improvements to reduce defects, escalations, and exceptions.
• Ensure effective handling of operational escalations and timely resolution with proper documentation.

Systems, digitisation, and data-driven operations

• Drive improvements in LMS/workflow tooling, document management, e-sign, digital KYC, and integrations with partner systems (dealers/OEM).
• Ensure controls are embedded in systems (rule checks, validations, maker-checker, audit trails).
• Build dashboards (Excel/Power BI) and operational MIS to monitor volumes, productivity, quality, exceptions, and risks.

Vendor and outsourcing governance (if applicable)

• Manage outsourced process partners (OPS vendors, KYC/field agencies, document custodians) including onboarding, SLAs, quality, compliance, audits, and periodic reviews.
• Ensure outsourcing arrangements meet internal governance standards and regulatory expectations.

Education & Professional Experience:

• MBA / Master’s Degree in Finance with good knowledge of Excel and PBI. 
• 10–15 years of experience in NBFC / Captive Finance
• Minimum 5–7 years in Operations leadership roles
• Strong exposure to CV and Construction Equipment financing

Competencies & Skills:

1. Strong understanding of NBFC operations & RBI guidelines
2. Hands‑on exposure to Loan Management Systems (LMS) and digital workflows
3. Process orientation with strong problem‑solving abilities
4. Stakeholder and people management skills
5. High attention to detail and control mindset
6. Ability to work in a fast‑paced, growth‑oriented environment