Requirements
Role Overview
As Operations Manager, you will play a pivotal role in building and scaling the company’s core operations. This includes managing the full loan lifecycle, setting up systems and processes, and ensuring compliance with regulatory guidelines. We are seeking a hands-on, process-driven professional with deep expertise in lending operations and customer servicing.
Key Responsibilities
1. Loan Operations Management
• Play a key role in the implementation and configuration of the Loan Origination System (LOS) and Loan Management System (LMS)
• Manage the entire loan life cycle end-to-end — from application intake, document verification, KYC/C-KYC checks, underwriting coordination, disbursal, to post-disbursal servicing.
• Liaise with credit, legal, compliance, and technology teams to ensure smooth and compliant processing.
• Define and implement SOPs aligned with RBI guidelines and industry best practices.
2. Disbursement & Repayment
• Ensure timely, accurate loan disbursals via IMPS/NEFT/RTGS and integrated banking channels / payment gateways.
• Monitor and manage repayments through NACH, UPI, and digital platforms.
• Coordinate with the finance team for fund movement tracking and ledger entries.
3. Vendor & Partner Management
• Manage key vendor relationships, including LMS providers, KYC partners, collection agencies, and payment gateways.
• Define SLAs, track performance, and ensure accountability.
4. Process Improvement & MIS Reporting
• Identify opportunities to optimize TAT, accuracy, and cost-efficiency across operations.
• Develop and maintain MIS reports, operational dashboards, and trackers for leadership review.
5. Customer Service
• Handle backend support for customer queries, service requests, grievance redressal, and account statements.
• Implement SOPs for onboarding, servicing, and complaint resolution.
Preferred Technical Skills
• Proficient in MS Excel for operations tracking and reconciliation.
• Familiarity with LOS, LMS, Payment gateways and basic API workflows will be an added advantage.
Key Skills
• Process design and SOP creation
• Strong coordination with cross-functional teams and external partners
• Operational audit readiness and compliance adherence
• Excellent verbal and written communication
• Up-to-date knowledge of RBI’s digital lending and data governance norms