The Head of Operations - Retail Digital Lending will own end to end operations for our Travel, Healthcare and Education loan products. This includes credit underwriting, risk assessment, NPA management, collections coordination, and portfolio reporting, with a strong use of technology to drive efficiency and control. The role is hands on and ideal for someone who has grown through retail lending operations roles in Banks/NBFCs and is now ready to lead a lean, digital first team.
Key Responsibilities
Credit Underwriting & Policy ExecutionOversee day to day underwriting for retail loan applications (Travel, Healthcare, and Education Loans) within defined policies and risk appetites.Ensure quality of credit decisions through disciplined use of bureau data, income documents, bank statements and internal scoring rules.Risk Assessment & Portfolio MonitoringTrack key risk indicators (approval rates, bounce ratios, DPD buckets, NPAs, roll rates) and highlight emerging trends.NPA Management & Collections InterfaceBuild and manage processes for early bucket management, restructuring norms (if any), and NPA reporting.Coordinate closely with Collections to ensure smooth hand offs, aligned strategies and fair practice compliance.Operational Process & ControlsOwn core operational processes: application processing, KYC checks, documentation, disbursal and reconciliation.Design and maintain robust control frameworks (checklists, maker checker, QA/QC, error monitoring) to minimise operational risk.Technology & Digital JourneysWork with Tech/Product teams on LOS/LMS workflows, APIs, and automation to reduce manual work and TAT.Suggest and validate system changes, dashboards and rule engines to support scalable digital operations.Regulatory & ReportingEnsure adherence to RBI and internal policy guidelines on retail lending operations, KYC/AML, fair practices and recovery.Prepare and review operational MIS and portfolio reports for Management and regulators as required.Team Leadership & Stakeholder ManagementLead and mentor the operations team; drive a culture of accuracy, ownership and customer focus.Collaborate with Sales, Credit, Risk, Tech and Partner Institutions (schools, hospitals, travel partners) to resolve issues and improve processes.
Required Qualifications & Experience
5-7 years of hands on experience in retail lending operations within a Bank, NBFC or digital lending fintech.Strong exposure to:Credit underwriting for unsecured retail loans.Loan processing, documentation, KYC, disbursal and EMI setup.NPA monitoring and collections coordination.Comfort with technology and data; ability to work closely with LOS/LMS platforms, APIs and dashboards.Bachelor's degree in Commerce, Finance, IT or related fields; MCA / BE / M.Tech or equivalent tech qualification will be an added advantage.Good understanding of RBI guidelines relevant to NBFC retail lending and operational compliance.Proven ability to lead small teams and manage cross functional stakeholders.
Preferred Attributes
Experience with digital lending journeys (web/app), eKYC and API based integrations.Exposure to Travel, healthcare, or Education loan segments will be a plus.Strong analytical skills, attention to detail and a problem solving mindset.Clear communication skills and comfort with on site, collaborative working.