Project Manager - Lending Operations

Khatabook; Jaipur; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Khatabook, Jaipur, is seeking a hands-on Operations & Analytics Specialist to work on ground-level lending operations across TeleSales and TeleCollections. You will identify bottlenecks, conduct root cause analysis, and drive cross-functional projects to improve productivity and outcomes.

The role emphasizes data-driven problem solving, governance, dashboards, and collaborating with product, risk, and operations teams to implement scalable improvements on the ground.

Qualifications

• 2–5 years of experience in consulting, business operations, project/program management, fintech, lending, or high-growth startups.
• IIT graduate preferred.
• Strong analytical and structured problem-solving skills.

Responsibilities

• Ground-level monitoring: stay connected with TeleSales and TeleCollections to understand daily challenges and bottlenecks.
• Identify problems, conduct RCA, convert to actionable projects, and drive implementation and impact measurement.
• Cross-functional execution with Business, Product, Technology, Risk, Credit, Collections, HR, and Operations to resolve issues.

Skills

Analytical thinking

Problem solving

Stakeholder management

Communication skills

Ownership

Bias for action

Ground floor presence

Education

IIT graduate preferred

Tools

Excel/Google Sheets

Job description

Are you passionate about solving roadblocks & challenges faced by MSMEs in India? MSMEs contribute significantly to India's total GDP. 90% of India's ~$1 Trillion Retail Market is controlled by MSMEs. Which means ~$900B worth of commerce flows through these ~60M MSMEs in the form of shops/kiosks/homes, scattered all over the country.

We at Khatabook, have built a product that saves time of MSMEs by managing their credit, and creating transparency in cash flow, henceforth increasing trust with their consumers and that paved the path for us to become India's fastest-growing fintech company.

Why work with us

People are our biggest asset! At Khatabook, every one of us is a dynamic superstar. We have carefully bred an ecosystem which hires nothing but incredibly and exceptionally talented people who can dream, collaborate, experiment, and break new ground. We're a strong team that looks out for each other.

Your role:

• Ground-level Business Monitoring: Stay closely connected with TeleSales and TeleCollections teams to understand daily challenges, productivity issues, customer feedback, process gaps, and operational bottlenecks.
• Problem Solving & Project Execution: Identify problems, conduct structured RCA, convert them into actionable projects, and drive them from problem identification to implementation and impact measurement.
• Cross-functional Execution: Work with Business, Product, Technology, Risk, Credit, Collections, HR, and Operations teams to resolve issues and implement improvements.
• Process & Productivity Improvement: Identify opportunities to improve sales conversion, calling productivity, recovery, TAT, quality, customer experience, and overall operational efficiency.
• Governance & Visibility: Build dashboards, MIS, trackers, and operating rhythms that provide leadership with clear visibility into ground-level performance and issues.

What would you do at Khatabook:

• Act as the eyes and ears of Lending leadership for the Jaipur operations.
• Spend significant time on the floor with TeleSales and TeleCollections teams.
• Identify operational bottlenecks, recurring issues, productivity leakages, and process gaps.
• Use data and frontline feedback to identify the root cause of business problems.
• Convert identified problems into structured projects with clear owners, timelines, and expected outcomes.
• Drive projects end-to-end from problem identification through implementation.
• Work with Product and Technology teams to translate operational problems into system and process improvements.
• Coordinate with Credit, Risk, Collections, HR, Operations, and Business teams to resolve cross-functional issues.
• Track key operational metrics and proactively identify deviations and emerging problems.
• Build and maintain dashboards, MIS, action trackers, and governance mechanisms.
• Conduct RCA on conversion, productivity, recovery, quality, TAT, customer, and process issues.
• Test and implement new processes, scripts, workflows, campaigns, tools, and operational initiatives.
• Ensure that new initiatives are actually adopted by frontline teams.
• Gather feedback from calling teams and customers and convert insights into actionable improvements.
• Identify recurring problems that may not be visible through standard MISTrack.
• Track project impact and ensure initiatives deliver measurable business outcomes.
• Escalate critical issues early and drive timely closure.
• Support Lending leadership on special projects, business reviews, new initiatives, and operational expansion.
• Identify opportunities to automate, simplify, and improve the Lending operating model.

What are we looking for:

• 2–5 years of experience in consulting, business operations, project/program management, fintech, lending, banking, or high-growth startups.
• IIT graduate preferred.
• Strong analytical and structured problem-solving skills.
• Strong proficiency in Excel / Google Sheets and comfort working with data.
• Ability to structure ambiguous problems and drive them towards resolution.
• Strong stakeholder management and communication skills.
• High ownership and strong bias for action.
• Comfortable working directly with frontline teams as well as senior leadership.
• Ability to identify problems independently rather than wait for escalation.
• Comfortable working in a fast-paced, ambiguous environment.
• Curious, hands‑on mindset with a willingness to go to the ground rather than manage only through dashboards.

Preferred Background

• Candidates from fintech, lending, NBFC, banking, consulting, consumer internet, BPO/contact-centre operations, or high-growth startups will be preferred.
• Experience working closely with TeleSales, TeleCollections, customer operations, sales operations, or large frontline teams will be a strong advantage.
• Experience in a startup environment and exposure to working directly with founders or senior leadership will be a plus.

The Ideal Candidate

• Go to the floor
• identify the problem
• analyse the data
• find the root cause
• get the right people together
• drive the fix
• measure the impact

Why Join Khatabook

• Be the eyes and ears of Lending leadership on the ground.
• Work directly with high-scale TeleSales and TeleCollections operations.
• Solve real business problems with direct impact on lending growth and portfolio performance.
• Work across Business, Product, Technology, Risk, Credit, Collections, and Operations.
• Get broad exposure to the complete Lending operating engine.
• Build and improve the operating model of a fast-growing fintech.