Manager / Senior Manager Business Operations & Compliance:

P2P NBFC (Peer-to-Peer Lending Platform):

Function: Business Operations, Compliance & Onboarding

Location: Chennai (Work From Office)

Reporting To: Chief Executive Officer / Head Operations

Experience: 6-10 years, with at least 3+ years in NBFC / P2P Lending / FinTech Operations

Qualification: MBA (preferred: IIM or equivalent Tier-1 institute)

Employment Type: Full-Time, Permanent

About the Role:

We are seeking an experienced Business Operations professional to lead the end-to-end operational functions of our rapidly growing Peer-to-Peer (P2P) Lending NBFC. This role is responsible for managing, optimizing, and scaling the entire operations ecosystem customer onboarding, vendor onboarding, compliance, and service delivery while making full use of AI-enabled tools and workflow automation to drive efficiency and accuracy. The ideal candidate combines operational excellence, financial services expertise, and regulatory understanding with comfort adopting AI-based and digital tools as part of daily operations. This individual will work closely with the leadership team and collaborate across Product, Technology, Finance, Compliance, Risk, Credit, Customer Success, Collections, and Business Development to ensure operational efficiency, regulatory compliance, customer satisfaction, and scalable business growth.

Key Responsibilities:

1. End-to-End Operations Management:

- Own the complete operational lifecycle of the P2P lending platform.

- Manage borrower onboarding and verification.

- Oversee lender onboarding and investment operations.

- Ensure smooth execution of loan processing workflows.

- Manage loan disbursement operations and monitor repayment processing.

- Handle settlement and reconciliation activities.

- Manage customer servicing operations and coordinate closure of loans and post-loan servicing.

- Continuously improve operational turnaround times.

2. Customer & Vendor Onboarding:

- Own the complete onboarding journey for customers (lenders and borrowers) application intake, KYC/document collection, verification, and activation.

- Own the onboarding and lifecycle management of third-party vendors and service providers (e.g., collection agencies, verification agencies, payment/escrow partners), including due diligence, documentation, and periodic review.

- Ensure onboarding TATs are met, documentation is complete and audit-ready, and drop-offs/delays are tracked and addressed.

3. AI-Driven Operations Excellence:

Drive the organization's AI-first operational approach by using intelligent tools in daily business processes, including:

1. AI-enabled operational workflows and Generative AI for documentation, communication, and knowledge management.

2. AI-based customer support automation and intelligent workflow routing.

3. Predictive operational dashboards and AI-assisted quality assurance.

4. AI support for fraud-flagging and exception detection.

5. Identifying and prioritizing robotic process automation (RPA) opportunities across onboarding, verification, and servicing.

6. Acting as the business owner of these tools: defining what each process needs, reviewing outputs for accuracy and completeness, and deciding when a case needs manual review instead of relying on the AI/automated output.

The successful candidate should view AI as a productivity multiplier that strengthens day-to-day operations and compliance.

4. Process Excellence:

- Build scalable Standard Operating Procedures (SOPs) and operational governance frameworks.

- Improve operational efficiency, reduce manual interventions, and eliminate process bottlenecks.

- Standardize workflows across departments and maintain process documentation with version control.

- Drive Lean/continuous-improvement initiatives across the operations function.

5. Regulatory & Compliance Operations:

- Ensure all operational processes comply with applicable RBI regulations governing P2P lending platforms, including KYC, Customer Due Diligence, and AML monitoring.

- Maintain audit readiness, documentation governance, and coordinate regulatory reporting.

- Oversee vendor compliance and information security adherence across onboarding and operational processes.

- Proactively flag compliance gaps or operational risks and drive corrective action to closure.

6. Cross-Functional Collaboration:

Partner closely with Product, Technology, Credit, Risk, Compliance, Finance, Customer Success, and Business Development teams, translating business requirements into efficient operational processes while ensuring seamless execution.

7. Operational Analytics:

Develop and maintain operational dashboards and monitor key metrics including TAT, SLA adherence, customer onboarding metrics, loan processing efficiency, portfolio servicing metrics, operational productivity, automation adoption, customer satisfaction, exception management, and error rates. Provide actionable insights to senior leadership through periodic MIS and performance reports.

8. Vendor & Partner Management:

Manage relationships with KYC partners, payment gateway providers, banking partners, collection agencies, technology vendors, and outsourced service providers ensuring SLA compliance and continuous performance improvement.

9. Customer Experience:

- Reduce turnaround times and improve service quality and issue resolution.

- Increase customer satisfaction through improved communication workflows and operational transparency.

10. Team Leadership:

- Build and mentor high-performing operations teams; develop operational capabilities across the function.

- Foster a culture of accountability, innovation, and continuous improvement.

- Establish performance metrics and development plans, and lead change management initiatives across operations.

Required Qualifications:

- MBA from a reputed institution (preference for IIMs or other premier business schools).

- Bachelor's degree in Engineering, Commerce, Finance, or a related discipline.

- 6-10 years of experience in Operations, preferably in P2P Lending, NBFC, FinTech, Digital Lending, Banking, or Financial Services.

Preferred Experience:

Candidates with experience in one or more of the following will be preferred:

- P2P Lending Platforms, Digital Lending, Loan/Lending Operations, or FinTech Operations.

- Operations Transformation, AI-driven Process Automation, or Workflow Automation.

- Business Process Re-engineering and Digital Transformation initiatives.

- Prior experience within RBI-regulated financial institutions.

Skills:

- Strong understanding of lending operations, workflow management systems, and CRM platforms.

- Familiarity with Loan Management Systems (LMS) and payment systems.

- Comfortable using AI productivity platforms (e.g., Claude, ChatGPT, Microsoft Copilot, Gemini) and process automation/RPA tools in daily operations.

- Advanced Microsoft Excel; working knowledge of Power BI or Tableau for MIS and dashboards.

- Exposure to SQL and data analysis for MIS reporting is a plus.

Leadership Competencies:

- Strategic Thinking and Operational Excellence

- Analytical Mindset and Process Improvement orientation

- AI Adoption & Digital Transformation mindset

- Stakeholder Management and Decision-Making

- Problem Solving and Change Management

- People Leadership and Execution Excellence

- Customer-Centric Approach

Key Success Metrics (KPIs):

- Operational Turnaround Time (TAT) and SLA Adherence

- Customer Satisfaction (CSAT) and Operational Cost Efficiency

- Process Automation Rate and AI Adoption Across Operations

- Error Reduction and Loan Processing Efficiency

- Regulatory Compliance and Audit Observations

- Productivity Improvements, Team Performance, and Operational Scalability

Why Join Us?:

This is an opportunity to build the operations engine of a next-generation, AI-enabled P2P Lending NBFC. You will work closely with senior leadership to shape operational strategy, drive digital transformation, implement AI-assisted workflows, and build scalable systems that support rapid business growth. If you are passionate about using technology to redefine financial operations and thrive in a fast-paced, innovation-driven environment, we invite you to join us.