Process Excellence Manager-Fintech Organization

Job Responsibilities

• He / She should be responsible for designing, standardizing, and optimizing core business processes across loan origination, management, collections, NBFC partnerships, and technology workflows. The role ensures scalability, regulatory compliance, and streamlined operations to deliver exceptional customer experience and efficient lending lifecycle management.
• Drive technology integration (LOS / LMS / APIs / PGs) and process alignment with external partners (BCPs / LSPs / LAs) in liaison with cross-functional teams (technology, business, operations, credit & risk, data science, compliance, and finance) to ensure smooth and compliant processing.
• Develop and implement SOPs and frameworks for loan origination, verification, underwriting, disbursal, and collection.
• Monitor and optimize turnaround times (TAT), accuracy, and operational efficiency using Lean / Six Sigma / Process Automation tools, and continuous improvement initiatives across end-to-end loan lifecycle.
• Ensure adherence to RBI, NBFC, and fintech regulatory frameworks through ongoing audits and compliance checks. Implement and monitor robust MIS reporting, dashboards, and operational trackers for leadership review.
• Drive customer service excellence by handling escalations, supporting onboarding, and managing grievances.
• Train, Mentor & Develop partner's team and internal junior team members for operations and process improvement best practices.
• Vendor & partner management – Monitor SLAs, track performance, and drive accountability with lenders, payment partners, and tech providers.

Candidate's Profile