Operations Manager - Digital Lending ( STEP Loans )

Job Title: Operations Manager Digital Lending

Location: Mumbai ( 5 Days WFO )

About the Role: We are seeking an experienced Operations Manager to lead the end-to-end digital lending operations journey. The role covers pre-disbursal, VKYC, customer services, disbursements, and post-loan processes, with a strong focus on STEP Loans as the central operations platform. You will be the single point of decision-making for operational queries, driving automation, AI-first features, and partner integrations while ensuring compliance with RBI digital lending guidelines.

Key Responsibilities:

• Manage operations across post-approval, KYC, e-sign, NACH, disbursements, penny drops, and customer/merchant NPS.
• Act as the single point of liaison for STEP Loans, ensuring workflows, KPIs (TAT, FTR%, deviations), and compliance are consistently met.
• Collaborate with product, technology, and third-party vendors (LOS/LMS, API partners, bureaus, co-lenders, LSPs) to strengthen digital lending processes.
• Drive automation and AI-first features to enhance efficiency and robustness across STEP and other lending workflows.
• Ensure adherence to RBI digital lending guidelines, DPDP, and GST invoicing.
• Own the final approval/decline for cases with process deviations, maintaining auditable escalation trails.
• Partner with B2B merchant clients (institutes) and internal stakeholders to optimize workflows.
• Lead audits and compliance reviews, maintaining MIS dashboards and reports for decision-making.
• Build and execute strong data strategies for insights, process improvements, and monetization opportunities.

Required Skills:

• Expertise in digital lending operations (LOS, LMS, reconciliations, disbursements).
• Strong knowledge of VKYC, e-sign, e-NACH, and customer lifecycle management.
• Proven ability in workflow design, automation, and system integrations.
• Data strategy and dashboard/reporting proficiency, especially for STEP Loans.
• Strong people management and stakeholder coordination skills.
• In-depth understanding of RBI guidelines and NBFC operational compliance.
• Experience across education lending segments (test prep, universities, K12, professional certifications).

Qualification & Experience:

• Graduate in any discipline; MBA/PGP preferred.
• 10–15 years of experience in banking/loan operations, fintech, or digital lending.
• Hands-on experience in co-lending, automation, and high-volume, low-ticket consumer lending.
• Proven track record in managing operations P&L and cost controls.