Head - Operations - Digital Lending

Job Description:

Builds &manages end-to-end loan operations from - application receipt through KYC, document verification, sanction, disbursement, and post-disbursal servicing. Runs a zero-error, high-throughput loan processing engine

Key Roles and responsibilities

- Design & own end-to-end loan ops workflow - from application receipt through KYC, doc verification, sanction, disbursement & post-disbursal servicing

- Build & manage centralised Ops team including Executives and back-office

- Ensure SLA/TAT compliance at each stage of the loan lifecycle

- Oversee VKYC, eKYC, eNACH, and digital documentation per RBI guidelines

- Own disbursement process - six-eyes check, penny-drop verification, zero-error fund transfer

- Manage 3rd-party vendor relationships - LOS/ LMS, Bureau, FI/ CPV, NACH partners

- Build & maintain MIS dashboards for ops metrics (TAT, rejections, volumes, error rates)

- Liaise with Tech on LOS/ LMS configuration and workflow automation

- Implement document management - scanning, indexing, secure storage

- Ensure KYC/ AML, RBI digital lending & audit compliance

- Conduct periodic process audits; manage internal & external audit requirements

- Support new institute partner onboarding from an ops/documentation standpoint