Senior Manager - Operations

Job Title: Senior Manager - Business Loans OperationsAbout the Role
We are seeking an experienced and results-driven Senior Manager to lead Business Loans Operations. The role will be responsible for managing and scaling end-to-end loan operations across the business lending lifecycle, ensuring operational efficiency, portfolio quality, customer experience, compliance, and business performance.
The ideal candidate will have strong experience in business lending operations, underwriting and loan processing, disbursement, portfolio management, collections coordination, process optimization, and team leadership. The candidate should possess strong analytical and stakeholder management skills and be comfortable working in a high-growth, technology-driven financial services environment.
What You'll DoBusiness Loans Operations
Lead end-to-end operations for the Business Loans portfolio, from application and onboarding through underwriting, documentation, disbursement, servicing, and closure.
Own operational performance and ensure seamless execution across the loan lifecycle.
Establish and maintain operational processes, controls, SLAs, and quality standards.
Ensure timely processing of loan applications while maintaining strong quality and compliance standards.
Identify operational bottlenecks and implement corrective actions.
Loan Processing & Underwriting Coordination
Work closely with credit, risk, sales, product, technology, and collections teams to ensure efficient loan processing.
Drive coordination between sourcing, credit evaluation, documentation, verification, and disbursement teams.
Monitor application quality, turnaround time, approval rates, rejection trends, and disbursement performance.
Ensure adherence to approved credit policies and operational guidelines.
Identify process gaps and recommend improvements to enhance portfolio quality and operational efficiency.
Business Performance & MIS
Own key operational metrics including TAT, productivity, approval-to-disbursement conversion, rejection rates, quality metrics, and customer service levels.
Develop and monitor dashboards and MIS reports for operational and business performance.
Analyze operational trends and identify opportunities for improvement.
Use data-driven insights to improve productivity, customer experience, and portfolio performance.
Present operational performance and strategic recommendations to senior leadership.
Process Excellence & Automation
Identify opportunities to simplify, standardize, and automate business loan processes.
Drive process re-engineering initiatives to improve efficiency and reduce operational costs.
Work with product and technology teams to digitize and automate manual workflows.
Develop SOPs, process maps, control frameworks, and operational documentation.
Establish mechanisms for continuous process improvement.
Risk, Compliance & Controls
Ensure business loan operations adhere to internal policies, regulatory requirements, and applicable compliance standards.
Implement strong operational controls to minimize fraud, errors, financial losses, and process deviations.
Work closely with Risk, Compliance, Audit, and Legal teams on operational requirements.
Support internal and external audits and ensure timely closure of audit observations.
Monitor operational risk indicators and implement mitigation measures.
Customer Experience
Ensure a seamless and transparent customer journey throughout the business loan lifecycle.
Monitor customer complaints, escalations, turnaround times, and service quality.
Identify recurring customer issues and drive root-cause resolution.
Collaborate with customer service, product, and technology teams to improve customer experience.
Team Leadership & People Management
Lead, mentor, and develop a high-performing Business Loans Operations team.
Define team goals, KPIs, productivity standards, and performance expectations.
Build a strong culture of ownership, accountability, quality, and customer focus.
Identify training and development needs and implement capability-building initiatives.
Manage workforce planning, capacity requirements, and resource allocation.
Cross-Functional Stakeholder Management
Partner with Business, Sales, Credit, Risk, Collections, Finance, Product, Technology, Compliance, and Customer Service teams.
Drive alignment between business objectives and operational execution.
Lead cross-functional initiatives to improve loan processing and portfolio performance.
Communicate operational risks, business performance, and strategic initiatives to senior leadership.
Manage relationships with internal and external operational partners where applicable.
What We're Looking ForEducational Background
Bachelor's degree in Business Administration, Finance, Economics, Engineering, Commerce, or a related field.
MBA/PGDM in Finance, Operations, Business Management, or a related discipline is preferred.
Professional Experience
7–8 years of relevant experience in lending operations, business loans, SME/MSME lending, retail lending, fintech, NBFC, banking, or financial services.
Proven experience managing end-to-end loan operations and large operational teams.
Strong experience in business loan processing, underwriting coordination, disbursement, servicing, and operational controls.
Experience managing operational KPIs, SLAs, productivity

Experience
6 - 8 Years

Employment type
Full Time

Work arrangement
No