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
- 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.
- 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.
- 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.
- 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.
- 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
- Bachelors degree in Business Administration, Finance, Banking, or a related field.
- Minimum 35 years of experience in operations within a financial technology (fintech), banking, or lending environment.
- At least 12 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.
