Job Description
Position: Partnership Operations Manager (Co-Lending & Insurance Operations)
Organisation: Clix Capital Services Pvt. Ltd.
About the Role
The Partnership Operations Manager will be responsible for managing end-to-end operations for strategic partnerships across Co-Lending, Insurance, Banking, Fintech, and Embedded Finance ecosystems. The role focuses on seamless execution of operational processes, partner servicing, regulatory compliance, digital integrations, and customer lifecycle management while ensuring adherence to agreed SLAs and regulatory requirements.
The incumbent will play a key role in driving operational excellence across Co-Lending Operations, Insurance Operations, Partner Management, Compliance, and Back-End Servicing functions.
Key Responsibilities
1. Partnership Operations Execution (Co-Lending & Insurance Operations)
Co-Lending Operations
- Manage end-to-end co-lending operations including onboarding, loan origination, disbursement, servicing, collections support, reconciliations, and closure activities.
- Possess strong understanding of Loan Origination Systems (LOS) and Loan Management Systems (LMS).
- Coordinate with lending partners, banks, financial institutions, and internal stakeholders for smooth operations.
- Manage operational workflows for co-lending programs and ensure adherence to partner SLAs.
- Monitor repayment processing, foreclosure, settlements, reconciliation, and partner reporting.
- Understand RBI Co-Lending Guidelines and ensure process compliance.
Insurance Operations
- Manage end-to-end insurance operations across life, health, and general insurance products sourced through partnership channels.
- Oversee policy issuance, endorsements, cancellations, renewals, claims coordination, refunds, reconciliation, and partner servicing.
- Coordinate with insurers, TPAs, brokers, and internal teams for seamless policy administration.
- Ensure compliance with IRDAI guidelines and operational controls.
- Drive customer servicing activities related to insurance products and policy lifecycle management.
- Monitor insurance partner SLAs, commission payouts, invoicing, and reconciliation.
Partnership Management
- Manage operational relationships with co-lending partners, insurance companies, banks, fintech partners, aggregators, and service providers.
- Own and drive operational governance forums and partner review meetings.
- Liaise with partners and internal stakeholders (Business, Risk, Finance, Legal, Technology, QA, Compliance, and Operations) to ensure business continuity and growth.
- Support new partnership onboarding, process setup, UAT execution, and post-implementation stabilization.
2. Operations Excellence & Process Management
- Identify opportunities for automation, digitisation, and process improvements.
- Design and implement scalable operational processes and controls.
- Lead process gathering exercises, workflow creation, system enhancements, and operational developments.
- Draft SOPs, process notes, and operational governance frameworks.
- Create end-to-end digital customer journeys and support API integrations with partner ecosystems.
- Drive operational efficiency through data analysis and industry best practices.
- Manage operational risks through structured maker-checker-authoriser frameworks.
3. Compliance, Regulatory & Audit Management
- Ensure adherence to RBI, IRDAI, Compliance, Legal, and Information Security requirements.
- Coordinate internal, external, regulatory, and partner audits.
- Manage audit observations, closure tracking, and compliance reporting.
- Support RBI and IRDAI regulatory filings and query resolution.
- Ensure all customer communications, operational processes, and partner engagements comply with applicable regulations.
- Manage partner agreements from an operational governance perspective.
- Keep updated on regulatory developments impacting lending, insurance, and partnership businesses.
4. Back-End Servicing & Partner Support
- Responsible for management reporting, MIS, operational dashboards, and ad-hoc business reporting.
- Coordinate with Customer Service teams for customer issue resolution and escalations.
- Address partner operational queries, data requests, and reconciliation issues.
- Handle partner adjudication and exception management processes.
- Manage partner, insurer, and co-lender commission calculations, invoice validations, and payment processes.
- Oversee operational reconciliations across lending, insurance, collections, repayments, and partner settlements.
- Ensure accurate maintenance of partner and customer records.
Competencies
- Strong understanding of Co-Lending Operations, Insurance Operations, and Partner Management.
- Knowledge of Loan Management Systems (LMS), Loan Origination Systems (LOS), and Insurance Administration Systems.
- Understanding of RBI Co-Lending Guidelines and IRDAI regulations.
- Expertise in operational workflow creation and process optimisation.
- Experience managing operational partnerships within NBFCs, Banks, Insurance Companies, Fintechs, or Financial Institutions.
- Knowledge of repayment processing, EMI management, foreclosure, settlements, and reconciliations.
- Strong governance, compliance, and audit management skills.
- Excellent stakeholder management and negotiation capabilities.
- Strong analytical, problem-solving, and decision-making skills.
- Experience leading teams and managing cross-functional operations.
- Advanced MS Excel and reporting capabilities.
- Ability to work effectively in a fast-paced and evolving business environment.
Desired Credentials
- Graduate/Post Graduate in Business, Finance, Banking, Insurance, or related discipline.
- Minimum 3+ years of experience in Partnership Operations, Co-Lending Operations, Insurance Operations, Banking Operations, or NBFC Operations.
- Prior experience with NBFCs, Banks, Insurance Companies, Fintechs, or Financial Services organisations preferred.
- Experience in managing multiple partnerships and high-volume operational environments will be an added advantage.
Preferred Experience
- Insurance Servicing & Policy Administration
- Bancassurance / Corporate Agency Operations
- Banking & Payments Operations
- Partner Reconciliation & Settlement Management
- Regulatory Compliance (RBI/IRDAI)
- Digital Transformation & Partner Integration Programs
