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Job Description & How to Apply Below
Location: Bengaluru
Job Title:
Service Delivery Manager (Operations)
Job Location:
Saudi Arabia (On-site)
Experience:
7+ Years
Role Overview :
The Service Delivery Manager (Operations) will lead the end-to-end operational management, optimization, and continuous improvement of the Loan Origination System (LOS) across the institution. This role ensures seamless delivery of LOS-enabled services, drives operational excellence, and supports business growth through stable, efficient, and scalable processes.
The ideal candidate is a hands-on problem solver with strong operational governance experience, deep understanding of loan origination workflows, and the ability to partner with technology, product, risk, and business teams to deliver consistent, high-quality services.
Key Responsibilities:
Operational Leadership
Oversee daily operations of the LOS platform, ensuring optimal uptime, performance, and service quality.
Lead an operations team supporting end-to-end loan origination workflows across retail, SME, and corporate banking.
Prioritize and manage service requests, incidents, enhancements, and operational improvements.
Service Delivery & Governance
Serve as the primary owner for LOS service delivery KPIs, SLAs, and process governance.
Establish and maintain strong relationships with business stakeholders, technical teams, and vendor partners.
Run weekly and monthly service review meetings, performance dashboards, and compliance checks.
Process Optimization & Continuous Improvement
Analyze existing LOS-enabled processes and recommend improvements to reduce TAT, eliminate manual touchpoints, and improve customer experience.
Lead root-cause analysis and implement corrective actions for recurring issues.
Drive automation and workflow enhancements within the Newgen ecosystem.
Change & Release Management
Coordinate deployments, upgrades, patch releases, and regression testing in collaboration with technology teams.
Ensure all changes follow ITIL and internal change-management protocols.
Validate that releases meet business requirements and do not impact production stability.
Stakeholder Engagement
Act as the bridge between operations, business, and technology functions.
Understand business needs and translate them into system enhancements and operational improvements.
Provide training, guidance, and support to end users across branches and business units.
Risk & Compliance
Ensure LOS operations adhere to regulatory, audit, and internal control requirements in Saudi Arabia.
Maintain documentation including SOPs, process maps, UAT results, and operational logs.
Support regulatory reporting requirements linked to credit, onboarding, and lending processes.
Required
Skills and Experience:
Strong operational governance experience
Deep understanding of loan origination workflows
Hands-on problem-solving skills
Experience with LOS or similar systems
Strong communication and stakeholder management skills
ITIL certification or equivalent experience
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