Operations Manager - NBFC

We are looking for a Digital Lending Operations Leader to drive and scale end-to-end loan operations across digital products. The role will focus on high-volume digital loan processing, LOS/LMS management, automation, compliance, and customer experience, ensuring a seamless, tech-enabled lending journey.

Key Responsibilities

• Lead and oversee end-to-end loan operations, including login, verification, disbursement, and closure.
• Manage customer queries, operational escalations, and service requests efficiently
• Ensure smooth functioning of the Loan Origination System (LOS) and operational workflows.
• Support business teams with operational guidance and issue troubleshooting.
• Oversee KYC, documentation, and disbursement processes in line with RBI and NBFC regulations.
• Coordinate with Credit, Risk, Sales, and Collections teams for seamless operations.
• Monitor TAT and improve operational efficiency.
• Ensure compliance with internal policies and regulatory guidelines (RBI) .
• Handle vendor management for verification agencies, legal, and technical partners.
• Identify process gaps and drive automation and process improvement initiatives .
• Track operational MIS, dashboards, and reporting for management review.
• Manage customer queries and escalations, and ensure service quality standards.

Key Requirements

• Graduate/Postgraduate (MBA preferred)
• 12-15 years of experience in NBFC / Banking / Financial Services operations
• Strong understanding of loan processing, disbursement, and documentation
• Knowledge of KYC norms and RBI compliance guidelines
• Experience in handling LOS/LMS systems
• Strong problem-solving and process improvement skills
• Good stakeholder and team management abilities

Preferred Skills

• Experience in digital lending operations
• Exposure to automation tools and workflow management systems
• Knowledge of retail/MSME lending operations
• Strong analytical and MIS/reporting skills