Are you passionate about solving roadblocks & challenges faced by MSMEs in India?
MSMEs contribute significantly to India’s total GDP. 90% of India’s ~$1 Trillion Retail Market is controlled by Micro, Small & Medium Enterprises (MSMEs). Which means ~$900B worth of commerce flows through these ~60M MSMEs in the form of shops/kiosks/homes, scattered all over the country. We at Khatabook, have a vision to empower MSMEs and help them increase their incomes. We have built a product that brings efficiency in MSME operations by providing them easy to use tools to manage their receivables, inventory and billing which creates transparency in their cash flow. Within the Khatabook platform, we have also enabled the facility to take loans for their short term working capital needs for select Khatabook users that are displaying good credit behavior. Our app has been downloaded over 100 Million times with a monthly active user base of 8 Million+ which are adding 220 Million+ transactions with a transaction value of $18 Billion.
Why work with us?
People are our biggest asset! At Khatabook, every one of us is a dynamic superstar. We have carefully bred an ecosystem which hires nothing but incredibly and exceptionally talented people who can dream, collaborate, experiment, and break new ground. We’re a strong team that looks out for each other.
Your role :
As Process Manager – Loan Origination, you will own the end-to-end efficiency of Khatabook's loan origination funnel — from lead qualification through telesales conversion to field verification handoff. You will work at the intersection of operations, technology, and data, partnering closely with Telesales, Credit, Field Ops, and Product/Tech teams to eliminate funnel leakage, improve agent productivity, and drive disbursal growth.
This is a player-coach role: you will do deep IC work (process design, analytics, system configuration) while also mentoring junior team members and coordinating across stakeholders.
What would you do at Khatabook?
Funnel Ownership & Optimisation
- Own the loan origination funnel KPIs — lead-to-connect rate, connect-to-pitch, pitch-to-login, login- to-disbursal — and drive weekly improvement cadences
- Identify and resolve drop-off points across offer stage, telesales qualification, and field verification through structured root cause analysis
- Design and implement A/B experiments on call flows, disposition logic, and lead prioritisation to improve conversion
Telephony & CRM Systems
- Configure, manage, and optimise outbound calling infrastructure on Exotel / Plivo / Ameyo — including campaign setup, retry logic, pacing, and DND compliance
- Own CRM workflows — lead routing rules, stage transitions, mandatory disposition enforcement, and reporting dashboards
- Coordinate with Product/Tech for integrations, API configurations, and CRM enhancements; write BRDs and UAT plans for system changes
Cross-functional Collaboration
- Partner with Credit & Underwriting to align telesales qualification criteria with credit policy; flag systematic mismatches in approved-but-rejected patterns
- Work with Field Ops to streamline the telesales-to-field handoff, reduce duplicate touchpoints, and improve FV (field verification) yield
- Liaise with Product/Tech on roadmap inputs — surface ground-level process gaps as structured feature requests
People & Process Governance
- Mentor 1–2 junior process analysts or interns; conduct structured reviews and build their analytical capabilities
- Maintain SOPs, disposition taxonomies, and training documentation; ensure agent teams are onboarded on process changes with minimal ramp time
- Drive weekly/monthly business reviews — prepare funnel dashboards, commentary, and action trackers for leadership
What are we looking for?
Must-Have
- 4+ years in process/operations management, with at least 2 years in lending or BFSI
- Hands-on experience with outbound telephony platforms: Exotel, Plivo, or Ameyo (campaign config, routing, compliance)
- CRM expertise in LeadSquared or Salesforce —workflows, lead stages, reports, and admin config
- Proficiency in SQL or data tools (Excel/Sheets) for funnel diagnostics and reporting
- Proven track record of owning and improving conversion metrics in a telesales or collections environment
- Strong stakeholder management — comfortable working across Sales, Tech, Credit, and Field teams
Good-to-Have
- Experience with AI-powered calling tools (voice bots, auto-dialers) or call audit platforms
- Familiarity with RBI / TRAI compliance (TCCCPR-2018, DND, 160-series for transactional calls)
- Prior experience writing BRDs or product specs for CRM/telephony enhancements
- Exposure to SMB / merchant lending or working capital products
- PMP, Lean Six Sigma, or similar process certification
You'll Know You're Succeeding When…
- The login-to-disbursal conversion improves measurably within the first quarter through process interventions you design and implement
- CRM and telephony systems are configured to enforce process discipline — fewer manual overrides, cleaner data, faster escalation resolution
- Telesales Field Ops handoffs are seamless and FV (field verification) yield improves due to better pre-qualification
- Your dashboards and business reviews are the go-to source of truth for funnel health across leadership
