Job Title: Team Leader – Consumer Finance (NBFC Team)
Location: Mumbai(Work From Office)
Job Type: Full-time, Team Manager Role
Experience Required: Minimum 5 years in Loan Operations
Education: Graduate (MBA/PGDM in Finance preferred)
Role Summary:
We are seeking an experienced and proactive Team Leader to lead a dynamic team responsible for end-to-end loan operations. The ideal candidate will bring strong leadership skills, deep expertise in loan processing, and the ability to manage cross-functional stakeholders efficiently. This role will require excellent problem-solving abilities, escalation management, and the drive to continuously enhance team performance.
Key Responsibilities:
Team Management & Performance:
● Lead and manage a team of 10–12 Associates/Sr Associates, ensuring high performance, motivation, and operational excellence.
● Set performance goals, conduct regular reviews, provide coaching and training, and drive a results-oriented team culture.
● Monitor team metrics (TAT, SLA, error rates, etc.) and drive continuous improvement.
Operational Oversight:
Supervise daily EMI & loan disbursement processes, ensuring accuracy and compliance with internal and regulatory policies. Drive adherence to Service Level Agreements (SLAs) and escalate deviations proactively. Review and optimize operational workflows using data analysis and process improvement tools.
● Collaborate with internal teams such as Sales, Product, Tech, Operations, and external partners including Financial Institutions and NBFCs to ensure smooth process execution.
● Act as the primary liaison for coordination and alignment between business objectives and finance operations. Escalation & Issue Resolution:
● Own and resolve Level 2 & above escalations from clients and internal stakeholders with urgency and professionalism.
● Troubleshoot complex operational challenges and work cross-functionally to implement timely solutions.
Client & Customer Engagement:
● Ensure a customer-first approach across all interactions and maintain high customer satisfaction levels.
● Guide the team to manage EMI/loan-related customer queries and handle exceptions with empathy and efficiency.
Data Management & Reporting:
● Ensure timely and accurate data entry, documentation, and validation of loan disbursement and EMI processes.
● Maintain audit-ready records, tracking all customer interactions, loan status, approvals, and pending items.
● Develop and publish daily/weekly MIS reports and dashboards to monitor performance, identify gaps, and support decision-making.
● Work with tech/product teams to improve system data integrity and reporting capabilities.
Compliance & Reporting:
● Ensure processes comply with financial and regulatory standards.
● Maintain accurate documentation, audit trails, and operational dashboards for leadership reporting.
Required Skills & Competencies:
● Minimum 5 years of experience in loan operations or EMI processing (secured or unsecured lending).
● Proven leadership and team management experience in a fast-paced financial operations environment.
● Strong understanding of loan products, EMI structures, disbursement processes, and compliance requirements.
● Ability to analyze data, identify trends, and derive actionable insights.
● Proficiency in MS Excel, Google Sheets.
● Strong problem-solving mindset with attention to detail and the ability to work under tight timelines.
● Demonstrated ability to collaborate cross-functionally and drive accountability.
Pay: ₹500,000.00 - ₹800,000.00 per year
Benefits:
Work Location: In person
