Lending Operations Manager

GrayQuest; Mumbai; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

GrayQuest is seeking an Operations Manager – Lending Operations in Mumbai to lead end-to-end disbursement operations across retail and institutional portfolios, ensuring governance, compliance, and SLA adherence.

You will partner with Finance, Technology, and Risk to streamline lender integrations and drive automation, while managing a 10–20 FTE + contract team and owning escalations with lending partners.

Qualifications

• 4+ years in lending, fintech, or similarly high-volume, regulated operations.
• Hands-on experience with dashboards and BI tools (Power BI or similar) and advanced Excel.
• Experience managing multi-crore disbursement/transaction volumes.
• Proven ability to own SLAs, KPIs, and governance frameworks.

Responsibilities

• End-to-end disbursement operations across banks, NBFCs, and education lenders.
• Define and enforce governance, KPI, SLAs, and compliance frameworks.

Skills

Operational leadership

Stakeholder management

Systems thinking

Power BI

Advanced Excel

Process automation

Tools

Power BI

Excel

Job description

The Operations Manager – Lending Operations will be responsible for managing end-to-end disbursement operations across GrayQuest's Retail and Institutional lending portfolios - spanning banks, NBFCs, payment partners, and educational institutions - while ensuring governance, compliance, and SLA adherence across the business.

The ideal candidate should possess strong operational leadership skills, excellent analytical and systems-thinking capabilities, hands‑on expertise in Excel and BI tools, working knowledge of AI tools such as Claude for automation and reporting, and prior experience managing high-volume operations with banks, NBFCs, or fintech lending partners.

What You'll Own

• End-to-end disbursement operations across banks, NBFCs, payment partners, and educational institutions - from partner onboarding to daily execution
• Governance and compliance for high-volume, high-value lending operations, including defining the KPIs, SLAs, and frameworks that keep the whole function accountable
• Cross-functional partnerships - working closely with Finance,Technology, and Risk, to streamline lender integrations and cut onboarding friction
• UAT and production go-lives for new partner integrations and platform changes
• Strategic partner relationships with lending partners, including owning escalations when things go sideways
• Team Management : Lead, coach, and develop Deputy Managers and their teams (10-20 FTE + contract across the function). Set team-level KPIs and hold Deputy Managers accountable for productivity, quality, and SLA adherence.
• Lender & Partner Management:Act as the senior escalation point and strategic relationship owner for Banks, NBFCs, and lending partners.
• Drive operational governance and strategic partnership initiatives with external partners.
• Lead cross-functional initiatives (like lender onboarding streamlining) spanning Finance, Risk, and QA.
• Coordinate with Product, Tech, and Compliance teams on lender requirement implementation and UAT/production go-lives.

What We're Looking For

• 4+ years in lending, fintech, or similarly high-volume, regulated operations
• Real, hands‑on experience managing multi-crore disbursement or transaction volumes
• Strong stakeholder management - you're equally comfortable in a room with Risk & Compliance and on a call with a banking partner
• Practical experience with dashboards and BI tools (Power BI or similar), advanced Excel, and process automation
• Comfort working with AI tools as part of your daily workflow - for reporting, automation, or process design - not just familiarity with the concept
• Experience owning SLAs, KPIs, and governance frameworks, not just reporting on someone else's
• Systems thinking - you can spot when an issue is a one-off human slip versus a symptom of a deeper process gap, and you know the difference matters
• Proven people leadership - you'll be managing a team of 10–20 (full‑time + contract), so real experience hiring, training, and managing performance at that scale matters, not just individual‑contributor chops