OLA - Program Manager - Lending Operations

- Responsible for designing policies, overseeing customer service & sales, managing vendors/suppliers and mentoring the team to ensure smooth & efficient business operations

- The person should have a sharp analytical and strategic mind to drive efficiency and scale, while ensuring great customer experience in a fast paced environment

Process :

- Understand each processes from end-to-end in depth in the entire business

- Own every process, understand the gap between the target and the output, responsible for all root cause analysis/cause-effect

- Coordinate customer service and sales operations and find ways to ensure customer satisfaction and retention

- Design new processes and revamp of existing processes (process improvement).

Policy :

- Define new policies, guard-rails and review/update existing policies through a policy management framework

- Ensure that the organizations operational policies are compliant with all regulatory requirements.

- Generate visibility on important areas:

- Know the Output : Stay on top of every business metrics, understand the output and impact of the output on the business.

- Know the gap : Understand the problem statement in depth, performing the RCA with the right tools and presenting the gap to the concerned team.

People :

- Lead & grow 500+ operations team: Provide direction and leadership to ensure the achievement of objectives, targets and strategic plan.

- Mentor the team & drive output driven culture across the team.

Selection of Key skills :

- Understanding the right skill of the team and the individuals.

- Maintaining the high performance of the team ensuring the right people at the right job.

- Stakeholder management: Work with cross functional team such as Business, Product, Accounting, Business Finance and Marketing to drive over action plans.

Influence the Cross-function:

- Converting the gap into strategies and action by liaising with cross-functional teams and drive the changes required. Influence the business with the improvement metrics

- Maintain strong relationships with any third-parties (vendors, suppliers) the department works with regularly to ensure smooth procurement and delivery of products & services

- Strategy & Creativity : Innovative solutions with the least and optimum cost