Loan Operations Team Lead

Branch International; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work setup

Fully paid medical insurance

Parental leave: 12 weeks

WFH stipend

Home office setup budget

Professional development budget

Company team lunches

Job summary

Branch International in Mumbai, India, is seeking an Operations Team Lead to manage KYC, payment, credit, and customer service operations. You will lead a growing team, drive onboarding, and ensure high productivity and quality across sub-teams.

The role requires strong analytical skills, initiative, and cross-functional collaboration with product and engineering. The position offers a hybrid work setup, equity considerations, and a dynamic, fast-paced environment focused on scalable financial

Qualifications

• 4-8 years of experience managing and scaling large, successful operations for a startup, bank, telco or IT company is a plus
• Experience in KYC is preferred
• Highly passionate about customers
• Entrepreneurial and comfortable with ambiguity and taking initiative
• Excellent collaborator and team player with strong communication skills
• Compliance knowledge is a bonus

Responsibilities

• Manage a quickly growing team to provide a world-class operations team to delight our rapidly expanding customer base in India
• Support hiring and onboarding processes for new hires
• Ensure sub-teams hit aggressive productivity and quality goals
• Lead capacity planning and scheduling for the team
• Collaborate with product and global teams to improve process automation and customer experience
• Serve as the escalation point for system issues and assist with diagnosis and reporting
• Maintain team documentation and drive continuous process improvement
• Collaborate cross-functionally on initiatives for admin, marketing, finance, and collections

Skills

Operations management

KYC

SQL

Excel

Stakeholder management

Team leadership

Tools

SQL

Excel

Job description

Branch Overview

Branch delivers world-class financial services to the mobile generation. With offices in the United States, Nigeria, Kenya, and India, Branch is a for-profit, socially conscious company that uses the power of data science to reduce the cost of delivering financial services in emerging markets. We believe that everyone, everywhere deserves fair financial access. The rapid spread of smartphones presents an opportunity for the world's emerging middle class to access banking options and achieve financial flexibility.

Branch's mission-driven team is led by the founder and former CEO of Kiva.org. The company presents a rich opportunity for our team members to drive meaningful growth in rapidly evolving and changing markets. In 2019, Branch announced its Series C and has garnered more than $100M in funding with investments from leading Silicon Valley firms including Andreessen Horowitz, Trinity Capital, Foundation Capital, Visa, and the International Finance Corporation (IFC).

We value diversity and are committed to providing an inclusive working environment where human beings of all backgrounds can thrive.

Job Overview

The Operations Team Lead role will be responsible for managing KYC operations, payment operations, credit operations, customer service, and/or other operations for India.

Responsibilities

• Manage a quickly growing team to provide a world-class operations team to delight our rapidly expanding customer base in India
• Support hiring and team onboarding processes for new hires
• Ensure various sub-teams set and hit aggressive productivity and quality goals
• Manage team scheduling and capacity planning
• Lead various initiatives with product and other global teams to improve process automation and the Branch customer experience
• Serve as first point of escalation for system issues; support product and engineering teams in issue diagnosis and reporting
• Maintain team documentation and collaborate with other division leads on continuous improvement of team processes
• Collaborate cross-functionally on various initiatives for admin, marketing, finance, and collections

Requirements

• 4-8 years of experience managing and scaling large, successful operations for a startup, bank, telco or IT company is a plus
• Experience in KYC is preferred
• Highly passionate about customers
• Highly entrepreneurial and comfortable with ambiguity and taking initiative
• Excellent collaborator and team playerDeep understanding of successful process implementation and improvement
• Extremely analytical with expert Excel skills; SQL skills a big plus
• Ability to effectively communicate with people at all levels in verbal and written communication
• Compliance knowledge is a bonus
• Willingness to work across multiple teams in Ops
• Able to build relationships with their team members and develop them through expectation setting and coaching

Benefits of Joining

• Competitive salary and equity package
• Fast-paced, collaborative, and high-autonomy work culture
• Hybrid work setup designed for flexibility and work-life balance
• Fully paid group medical insurance and personal accident insurance
• Generous paid time off, plus company-declared public holidays
• Fully paid parental leave for fathers and non-birthing parents (12 weeks), in addition to 26 weeks of statutory maternity leave
• Monthly WFH stipend, along with a one-time home office setup budget $500 annual professional development budget
• Quarterly social meet-ups and sponsored monthly team lunches

Branch International is an Equal Opportunity Employer. The company does not and will not discriminate in employment on any basis prohibited by applicable law. .