Job Description – Senior Manager
Industry: NBFC / Digital Lending / Financial Services
Location: Ernakulam (Kochi), Kerala
Department: Business Operations
Employment Type: Full-time
Job Summary
We are seeking an experienced Senior Manager to lead business and branch operations. The role is responsible for driving business growth, ensuring operational efficiency, maintaining regulatory compliance, managing teams, and strengthening relationships with customers and business partners.
Key Responsibilities
1. Business Growth & Strategy
- Develop and implement business plans aligned with the organisation's growth objectives.
- Identify new lending opportunities, customer segments, markets, and strategic partnerships.
- Drive business volumes, revenue, portfolio growth, and profitability.
- Monitor market trends, competitor activities, and customer requirements.
- Track performance against approved targets and initiate corrective actions.
2. Lending & Credit Operations
- Oversee the complete lending lifecycle, including lead generation, customer onboarding, credit assessment, approval coordination, documentation, disbursement, repayment, and closure.
- Ensure adherence to approved credit policies, eligibility criteria, and delegation-of-authority limits.
- Monitor portfolio quality, repayment performance, overdue accounts, and credit risk.
- Coordinate with credit, legal, finance, operations, and collection teams for timely processing.
- Ensure appropriate customer verification, documentation, and due diligence.
3. Branch & Operational Management
- Supervise branch operations and ensure efficient utilisation of available resources.
- Establish and monitor operational controls, approval workflows, service standards, and turnaround times.
- Review daily, weekly, and monthly operational performance.
- Ensure accurate maintenance of customer, loan, transaction, and compliance records.
- Identify process gaps and implement improvements through automation and standardisation.
4. Compliance & Risk Management
- Ensure compliance with RBI guidelines, applicable NBFC regulations, internal policies, and statutory requirements.
- Monitor KYC, AML, customer data protection, fair practice, and grievance redressal requirements.
- Support internal, statutory, regulatory, and compliance audits.
- Ensure timely closure of audit observations and corrective actions.
- Escalate material operational, credit, compliance, or fraud risks to management.
5. Collections & Portfolio Management
- Monitor repayment performance, delinquency levels, ageing, and non-performing assets.
- Develop and supervise ethical and compliant collection strategies.
- Review overdue cases and coordinate recovery and legal action when required.
- Ensure customer communication and collection activities comply with regulatory and organisational standards.
- Implement preventive measures to improve portfolio quality.
6. Team Leadership
- Lead, guide, and supervise branch and operational teams.
- Define individual targets, responsibilities, and performance expectations.
- Conduct periodic performance reviews and provide structured feedback.
- Identify training requirements and support employee capability development.
- Build a culture of accountability, compliance, collaboration, and customer service.
7. Customer & Partner Relationships
- Build and maintain strong relationships with customers, channel partners, financial institutions, vendors, and other stakeholders.
- Ensure timely resolution of customer complaints and service-related concerns.
- Support the development and management of strategic business partnerships.
- Maintain high standards of customer experience throughout the lending lifecycle.
8. Management Reporting
- Prepare and present MIS reports covering business performance, disbursements, collections, portfolio quality, profitability, compliance, and operational efficiency.
- Provide management with accurate insights for informed decision-making.
- Monitor key performance indicators and recommend corrective measures where required.
Key Performance Indicators (KPIs)
- Business and revenue achievement
- Loan disbursement and portfolio growth
- Portfolio quality and delinquency control
- Collection efficiency
- Customer acquisition and retention
- Turnaround time for loan processing
- Operational efficiency and accuracy
- Regulatory and policy compliance
- Audit observation closure
- Customer complaint resolution
- Team productivity and performance
Qualification & Experience
- Bachelor's degree in Finance, Commerce, Business Administration, Banking, or a related discipline.
- MBA, postgraduate qualification, CA Inter, or other relevant professional qualification will be an added advantage.
- Minimum 5–10 years of relevant experience in an NBFC, bank, fintech, digital lending company, or financial services organisation.
- Proven experience in lending, credit, collections, branch management, or business operations.
- Working knowledge of RBI guidelines, KYC, AML, credit controls, and NBFC compliance requirements.
- Experience managing teams and handling cross-functional responsibilities is essential.
Required Competencies
- Strong leadership and people management skills
- Business development and commercial orientation
- Credit and lending process knowledge
- Operational and regulatory understanding
- Analytical and problem-solving ability
- Sound judgement and decision-making
- Customer and stakeholder management
- Effective communication and negotiation
- Risk awareness and attention to detail
- Ability to work with digital lending and management reporting systems
Pay: ₹50,000.00 - ₹55,000.00 per month
Work Location: In person
