13/01 Team HR
HR at CrediMe

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CrediMe - Operations Lead (2-5 yrs)

Bangalore Job Code: 881468

About Us:

CrediMe is a super exciting fintech company and among the fastest growing companies in the personal loans industry! We have built an awesome, state of the art lending platform for Personal Loans which approves and disburses loans within 2 minutes. We are a team of over 100 people and have built a hard-working, fun-loving and meritocratic culture. We are innovating and disrupting the industry and generating a lot of value for our customers and are gaining tremendous traction everyday. CrediMe has been started by a serial entrepreneur who has studied at Yale University USA (Ivy League) and worked at Amazon.com USA. The management team includes graduates of schools like Yale and ISB who have worked at top companies such as Amazon, PwC, KPMG, Fullerton and others. The company is funded and doesn't need to raise any more capital.

We have 6 lacs+ satisfied customers already and are growing at a fast pace and developing new advanced products. We offer a challenging and fun work environment with a lot of opportunities for growth.

Reporting: To the CEO currently & To the Head of Operations in near future

Highlights of the Role:

- Opportunity to work directly with the CEO & senior management on various initiatives

- Cross-functional collaboration with various teams

- Opportunity for quick advancement in career

Personality Traits:

- Dynamic and Pro-active

- Fast Paced

- Bias for Action



- Desire to make an Impact on Positive Customer Experience

- Ability to work independently without supervision

- Strong work ethic

Role:

- Handling a team size of 8-20 people dealing with customer support and collections.

- Focus on maximizing loan conversion / collections and providing exceptional experiences by coaching and mentoring the team that cares deeply about each customer.

- Enhancing Customer experience including loan app, disbursement and collections.

Your responsibilities will include but are not limited to:

- Managing and mentoring the team by optimizing multi-channel communication tools and projects focused on increasing origination and drive customer loyalty.

- Ensuring disciplined use of internal systems while tapping into the creativity of the team for continuous improvement.

- Be Data Centric and analyse the data on regular basis to drive improvements of the team.

- Providing customer insights that form the basis for growing our product portfolio and driving process innovation.

- Focusing on continuous improvement in conversion through automation, training, and cross-functional collaboration.

Required Qualifications & Skills:

- 2-5+ years of operational experience in customer support in financial services (consumer credit, education financing, or marketplace lending platforms) and/or 3+ years of team management / leadership experience. Experience in collections in a similar industry would be added advantage.

- Demonstrated success leading a team in a fast-paced setting, managing SLAs across multiple channels, and achieving goals.

- Tech savvy and data-driven to help shape a multi-channel customer experience and drive results.

- Process oriented with extensive experience in process improvement through automation and tech-enabled tools.

- Knowledge of cloud- telephony products such as Exotel is required with proficiency in basic MS Excel.

- Exceptional leadership skills and ability to relate to people with varied backgrounds and career ambitions navigating an ever-changing environment.

- Excellent verbal and written communication, as well as presentation and facilitation skills with the ability to express complex concepts in plain language to reach broader audiences

- A passion for financial inclusion is a must!

- Excellent work ethic with result-driven attitude.

- Demonstrated ability and comfort working in a start-up environment with an agile team, fast-evolving roles and responsibilities, variable workload and tight deadlines with a high degree of autonomy.

Women-friendly workplace:

Maternity and Paternity Benefits

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