Operations Manager - Digital Lending

Responsibilities:
Lead management: Own the process for routing, prioritising, 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.
Requirements:
Experience of 10 - 15 years in managing operations of a Digital Platform. Zepto, Instamart, Flipkart, Navi, Zerodha etc.
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.

Experience
10-14 yrs