About the role
Run the operational engine behind the digital lending funnel lead management, drop-off recovery, and customer service so that demand generated upstream converts into funded loans and satisfied borrowers. This is the human layer that catches what the product journey alone cannot: following up on stalled applications, recovering drop-offs, and resolving the queries that would otherwise cost a funded loan.
Responsibilities:
- Lead management: Own the process for routing, prioritizing, and following up on inbound leads so that intent converts to completed applications.
- Drop-off recovery: Build and run the playbook for re-engaging borrowers who stall mid-journey, calling, nudging, and assisting to completion.
- Customer service: own the service function across channels (call, chat, in-app), with clear SLAs, quality standards, and issue resolution.
- Process and SLA design: define, document, and continuously improve operational workflows; hold the team to measurable service and conversion standards.
- Feedback loop to product: surface recurring friction points and failure patterns back to product and data so root causes get fixed, not just worked around.
- Team and capacity: build, staff, and manage the operations team; forecast capacity against volume and campaign calendars.
- Phygital coordination: Coordinate with field and branch teams where assisted onboarding and offline touchpoints support the digital journey.
What Success Looks Like:
- Higher lead-to-application and application-to-disbursal conversion through active follow-up.
- Measurable drop-off recovery rate from re-engagement efforts.
- Customer service SLAs and satisfaction consistently met.
Requirements:
- Experience of 10 - 15 years in managing operations of a digital platform.
- Strong operations management expertise across lead management, drop-off management, and customer service.
- Experience running operations in a digital context comfortable with digital funnels, tooling, and data-driven process management.
- Track record of building processes, setting SLAs, and managing a team to measurable outcomes.
- Hands-on problem solver who improves the system, not just the ticket.
Good-to-Have:
- Experience in financial services or lending operations.
- Exposure to phygital or assisted-onboarding models.
- Experience coordinating between digital and field/branch teams.