About the Role
This position encompasses comprehensive management of end-to-end credit operations, focusing on various domains including customer application processing, merchant operations, and regulatory compliance. The role demands a proactive approach in overseeing the day-to-day operations while ensuring optimal customer outcomes across the lifecycle of credit products. You will play a pivotal role in enhancing operational performance metrics, driving process improvements, and ensuring adherence to regulatory standards.
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Key Responsibilities
- End-to-End Credit Operations: Own day-to-day operations from customer application and decisioning hand-offs through activation, utilization, repayment, settlement, and account closure; maintain clear ownership, hand-offs, and service standards across the lifecycle.
- Operational Controls: Design, implement, and evidence preventive and detective controls; monitor exceptions and breaches; maintain procedures, process maps, checklists, and control records; coordinate corrective and preventive actions.
- Merchant Operations: Coordinate merchant and partner onboarding, configuration, training, launch readiness, and ongoing support; monitor merchant service levels, transaction exceptions, and settlement issues; lead resolution of operational escalations.
- Customer Experience: Own operational customer outcomes across onboarding, purchase, repayment, and servicing; monitor complaints and recurring pain points; coordinate accurate, timely resolution with Customer Care and relevant teams.
- Repayment and Collections: Manage repayment operations, failed payment handling, reminders, allocation of cases, and collections-partner coordination; track delinquency and recoveries; ensure activities follow approved credit and customer treatment policies.
- Refunds, Cancellations, and Disputes: Own procedures and service levels for cancellations, refunds, reversals, disputes, and chargebacks; ensure adjustments are authorized, accurately processed, and reconciled; analyze trends and prevent recurrence.
- Regulatory and Policy Compliance: Ensure operational processes follow applicable regulatory requirements, approved policies, and delegated authorities; maintain evidence for reviews, reporting, and audits; escalate suspected breaches promptly.
- Operational Performance Management: Define and monitor service levels, turnaround times, transaction success, productivity, quality, complaints, aging, settlements, and collections metrics; produce dashboards and drive recovery plans.
- Incident and Escalation Management: Lead triage, containment, communication, and resolution of operational incidents; maintain issue and incident registers; perform root-cause analysis; assign corrective actions and escalate material events.
- Process Improvement: Identify bottlenecks, manual work, and recurring failures; drive simplification, automation, cost efficiency, and scalable processes; confirm that improvements preserve customer outcomes and control effectiveness.
- Launch and Operational Readiness: Lead operational impact assessments, procedures, controls, training, UAT, operational acceptance, go-live, and hyper-care for new products, features, merchants, repayment methods, and partner changes.
- Cross-Functional Coordination: Work closely with Product, Finance, Risk, Compliance, Technology, Fraud, Customer Care, and external partners; represent Operations in governance forums and personally drive resolution of launch-stage issues.
- Perform any additional project, task, or activity assigned or delegated by the Line Manager.
Qualifications
- Bachelor’s degree in Business Administration, Finance, Banking, Operations Management, Accounting, or a related field.
- Strong working knowledge of consumer lending, payment, settlement, reconciliation, and customer servicing operations.
- Minimum 3-5 years in Digital Lending, BNPL, consumer finance, or regulated financial-services operations.
- Lean Six Sigma, ITIL, PMP, PRINCE2, or equivalent certification is desirable.
- A banking, credit, collections, or financial-services operations qualification is desirable.
