Description

Oversees daily operations of the digital lending platform, ensuring efficient, accurate, and compliant processing of loans, payments, and customer interactions, while leading and developing a team to maintain service excellence.

Key Responsibilities:

1. Operations Management

• Supervise the end-to-end loan processing cycle (application verification, underwriting coordination, disbursement, and collections support).
• Monitor daily transaction volumes, turnaround times (TAT), and service level agreements (SLAs) to ensure operational efficiency.
• Coordinate with credit, risk, compliance, and IT teams to resolve issues affecting loan processing or system performance.
• Oversee document management, data accuracy, and proper record-keeping in accordance with regulatory standards.

2. Team Supervision and Development

• Lead, coach, and evaluate a team of operations officers or associates.
• Develop and implement productivity goals and performance metrics.
• Conduct regular team meetings and training to reinforce compliance, process updates, and customer service standards.
• Foster a collaborative and high-performance culture aligned with company values.

3. Compliance and Quality Assurance

• Ensure all operational activities adhere to internal policies, data privacy regulations, and relevant financial laws (e.g., anti-money laundering, data protection, consumer lending rules).
• Conduct periodic audits and quality checks on processed transactions.
• Escalate potential risk or compliance issues promptly to management.

4. Process Improvement

• Identify workflow gaps or inefficiencies and recommend process enhancements.
• Collaborate with product and IT teams to automate and streamline lending operations.
• Support implementation of new systems, tools, and operational policies.

5. Reporting and Analysis

• Prepare daily, weekly, and monthly operational performance reports.
• Analyze metrics to identify trends, issues, and opportunities for improvement.
• Provide management with insights on productivity, error rates, and process bottlenecks.

Qualifications:

• Bachelor’s degree in Business Administration, Finance, Banking, or a related field.
• Minimum 3–5 years of experience in operations within a financial technology (fintech), banking, or lending environment.
• At least 1–2 years of supervisory or team lead experience preferred.
• Strong understanding of loan processing workflows, credit assessment, and disbursement procedures.
• Familiarity with online lending systems, CRM tools, and KYC/AML protocols.
• Excellent leadership, communication, and problem-solving skills.
• High attention to detail, integrity, and accountability.

Key Competencies

• Operational excellence and process management.
• Team leadership and performance management.
• Risk awareness and compliance mindset.
• Analytical and data-driven decision-making.
• Customer-centric and results-oriented.

Performance Metrics (KPIs)

• Processing accuracy and turnaround time.
• SLA and compliance adherence.
• Team productivity and engagement levels.
• Customer satisfaction and issue resolution rate.
• Audit and quality assurance results.