Irfan Khan

Group Operations Director @OSB Group

GB

As Group Operations Director, I oversee end-to-end operations across savings and lending, managing a multi-brand strategy with a book size of over $40B. I lead both the UK operations teams and the Group’s Global Capability Centre (GCC) in India, scaling capability and capacity across all major functions, while driving Operations Insights, automation/RPA, and managing critical outsourced partnerships.Big Hits:Operations Transformation: Designed and delivered an integrated Group Target Operating Model for operations, unifying merged entities and brands into a single, structured, and highly efficient delivery framework.Customer & Regulatory Excellence: Elevated customer satisfaction across brands, securing multiple industry awards in savings and lending; played a key role in delivering the Consumer Duty program and embedding enhanced operational risk management frameworks to significantly reduce incidents and improve outcomes.Cost & Efficiency Gains: Delivered multi-million-pound savings through automation, insourcing, agency exits, and innovative savings propositions, while embedding 45+ RPA processes to materially reduce operational costs.Data-Driven Operations: Implemented advanced Power BI dashboards and analytics, enabling leadership to make insight-driven decisions and plans.Collections Transformation: Strengthened regulated and non-regulated collections via Project Connect, enhancing Group-wide recovery capabilities.Digital Architecture Modernisation: Supported the Group’s shift from legacy systems to a modern, cloud-based digital platform.Strategic & Cultural Leadership: Expanded GCC skills and scope to increase value delivery, reduced complaints through structured lessons-learnt and root cause analysis, and influenced long-term planning as an active member of key Group committees.

St. Germain High School (St. Germain Academy)

ICSE, ICSE

Aptech India

Higher Diploma in Software Engineering, Software Engineering

St. Joseph College of Commerce

B.Com, Advertising and Marketing Information

Bharathidasan University

Higher Diploma; MBA, Software Engineering; ACADEMICS

ST. Joseph's College of Commerce

BCOM, Finance and Marketing

ST. Joseph's College of Commerce

BCOM, Advertising

Net from Aptech

Higher Diploma, Software Engineering