Operations Analyst, Lending Operations

PhonePe; Bengaluru; On-site; INR 450,000 - 650,000; Full time

Benefits offered by this job

Medical Insurance

Wellness Program

Parental Support

Mobility Benefits

Retirement Benefits

Other Benefits

Job summary

PhonePe is hiring for an Operations role in Bengaluru focused on Lending Operations. You will support Sales, Collections, and Customer / Merchant experiences, handling onboarding and loan management journeys, and resolving escalations with cross-functional teams.

The ideal candidate has 1+ year of operations experience in digital lending or fintech, strong Excel abilities, and a collaborative, data-driven mindset to optimize conversions and resolve bottlenecks across the lending funnel.

Qualifications

• Bachelor's Degree (B.Tech only).
• Prior Operations experience in Digital Lending / Fintech / NBFC / Online Banking preferred.
• Strong Execution Skills and Knowledge of Excel / G-sheet is a must.
• Thrive at building Relationships, Influencing cross-functional teams via 1st principles thinking.
• Be Agile, Highly collaborative and Ability to influence stakeholders via analyzing Data.
• Candidate should be ok to work on a shift basis with rotating shifts / week offs.

Responsibilities

• Develop an understanding of Customer / Merchant Loan journey - Onboarding and Loan Management processes.
• Coordinating with Customer Support teams and handling escalations on a day to day basis to provide prompt resolution to the customers / merchants.
• Support the Sales team with queries related to onboarding and work towards resolution of the issues to improve conversion / solve bottlenecks.
• Coordinate with Collections team, Field Sales team, Lending partners and other Internal stakeholders to resolve the merchant/customer issues thereby improving the collections / sales efficiency.
• Monitoring the Lending funnel / Systems performance, Identifying the scope for improvement and Executing the same via internal / external stakeholder management.
• Responsible for the management of Business reporting and any Ad-hoc reporting required from time to time.

Skills

Excel

G-Sheet

Data analysis

Stakeholder management

Education

B.Tech

Job description

Headquartered in India, its flagship product, the PhonePe digital payments app, was launched in Aug 2016. As of April 2025, PhonePe has over 60 Crore (600 Million) registered users and a digital payments acceptance network spread across over 4 Crore (40+ million) merchants. PhonePe also processes over 33 Crore (330+ Million) transactions daily with an Annualized Total Payment Value (TPV) of over INR 150 lakh crore.

PhonePe’s portfolio of businesses includes the distribution of financial products (Insurance,Lending, and Wealth) as well as new consumer tech businesses (Pincode - hyperlocal e-commerce and Indus AppStore Localized App Store for the Android ecosystem) in India,which are aligned with the company’s vision to offer every Indian an equal opportunity toaccelerate their progress by unlocking the flow of money and access to services.

Culture:

At PhonePe, we go the extra mile to make sure you can bring your best self to work, Everyday!. And that starts with creating the right environment for you. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. PhonePe-rs solve complex problems and execute quickly; often building frameworks from scratch. If you’re excited by the idea of building platforms that touch millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us!

As a part of the Lending Operations team at PhonePe, the incumbent will be involved in day to day business operations supporting the Sales, Collections, and Customer / Merchant experience processes. The role is fit for someone with Ability to understand complex systems, Strong execution skills and knack for resolving bottlenecks.

Work Description/Responsibilities:

• Develop an understanding of Customer / Merchant Loan journey - Onboarding and Loan Management processes
• Coordinating with Customer Support teams and handling escalations on a day to day basis to provide prompt resolution to the customers / merchants
• Support the Sales team with queries related to onboarding and work towards resolution of the issues to improve conversion / solve bottlenecks
• Coordinate with Collections team, Field Sales team, Lending partners and other Internal stakeholders to resolve the merchant/customer issues thereby improving the collections / sales efficiency
• Monitoring the Lending funnel / Systems performance, Identifying the scope for improvement and Executing the same via internal / external stakeholder management
• Responsible for the management of Business reporting and any Ad-hoc reporting required from time to time

Ideal candidate for this role:

• Bachelor's Degree (B.Tech only) with 1+ yrs of Operations background
• Prior Operations experience in Digital Lending / Fintech / NBFC / Online Banking preferred
• Strong Execution Skills and Knowledge of Excel / G-sheet is a must
• Thrive at building Relationships, Influencing cross-functional teams via 1st principles thinking
• Be Agile, Highly collaborative and Ability to influence stakeholders via analyzing Data
• Candidate should be ok to work on a shift basis with rotating shifts / week offs

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

• Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
• Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
• Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
• Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
• Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment
• Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy

Our inclusive culture promotes individual expression, creativity, innovation, and achievement and in turn helps us better understand and serve our customers. PhonePe is an equal opportunity employer and is committed to treating all its employees and job applicants equally; regardless of gender, sexual preference, religion, race, color or disability. If you have a disability or special need that requires assistance or reasonable accommodation, during the application and hiring process, including support for the interview or onboarding process, please fill out this form.