Senior Manager - Operations

Darwinbox Digital Solutions Pvt. Ltd.; Bengaluru; On-site; INR 4,200,000 - 7,000,000; Full time

Job summary

Darwinbox Digital Solutions Pvt. Ltd. in Bengaluru seeks a Senior Manager to lead end-to-end Business Loans Operations, spanning onboarding, underwriting, disbursement, servicing and closure with a strong focus on quality and compliance.

You will drive cross-functional collaboration with credit, risk, product, technology and sales, manage KPIs, and mentor a high-performing team to scale lending at pace.

Qualifications

• 7–8 years of relevant experience in lending operations, business loans, SME/MSME lending, fintech, NBFC, banking, or financial services.
• Proven experience managing end-to-end loan operations and large operational teams.
• Strong experience in business loan processing, underwriting coordination, disbursement, servicing, and operational controls.
• Experience managing operational KPIs, SLAs, productivity, TAT, and quality metrics.
• Demonstrated experience in process improvement and operational transformation.
• Strong stakeholder management and leadership capabilities.

Responsibilities

• Lead end-to-end loan operations for the Business Loans portfolio from application to closure.
• Drive cross-functional coordination among credit, risk, sales, product, technology, and collections.
• Monitor KPI like TAT, approval-to-disbursement, rejection trends, and quality metrics.
• Design and implement process improvements to enhance portfolio quality and efficiency.
• Develop dashboards and MIS reports and present to senior leadership.
• Mentor and build a high-performing operations team.

Skills

Excel

SQL

Power BI

Tableau

Leadership

Stakeholder management

Education

Bachelor's degree in Business Administration / Finance / Engineering

MBA/PGDM in Finance or Operations

Tools

LOS

LMS

CRM

Workflow Management

Decisioning Platforms

Job description

Job Title: Senior Manager - Business Loans Operations

About the Role

We are seeking an experienced and results-driven Senior Manager to lead Business Loans Operations. The role will be responsible for managing and scaling end-to-end loan operations across the business lending lifecycle, ensuring operational efficiency, portfolio quality, customer experience, compliance, and business performance.

The ideal candidate will have strong experience in business lending operations, underwriting and loan processing, disbursement, portfolio management, collections coordination, process optimization, and team leadership. The candidate should possess strong analytical and stakeholder management skills and be comfortable working in a high-growth, technology-driven financial services environment.

What You'll Do

Business Loans Operations

Lead end-to-end operations for the Business Loans portfolio, from application and onboarding through underwriting, documentation, disbursement, servicing, and closure.

Own operational performance and ensure seamless execution across the loan lifecycle.

Establish and maintain operational processes, controls, SLAs, and quality standards.

Ensure timely processing of loan applications while maintaining strong quality and compliance standards.

Identify operational bottlenecks and implement corrective actions.

Loan Processing & Underwriting Coordination

Work closely with credit, risk, sales, product, technology, and collections teams to ensure efficient loan processing.

Drive coordination between sourcing, credit evaluation, documentation, verification, and disbursement teams.

Monitor application quality, turnaround time, approval rates, rejection trends, and disbursement performance.

Ensure adherence to approved credit policies and operational guidelines.

Identify process gaps and recommend improvements to enhance portfolio quality and operational efficiency.

Business Performance & MIS

Own key operational metrics including TAT, productivity, approval-to-disbursement conversion, rejection rates, quality metrics, and customer service levels.

Develop and monitor dashboards and MIS reports for operational and business performance.

Analyze operational trends and identify opportunities for improvement.

Use data-driven insights to improve productivity, customer experience, and portfolio performance.

Present operational performance and strategic recommendations to senior leadership.

Process Excellence & Automation

Identify opportunities to simplify, standardize, and automate business loan processes.

Drive process re-engineering initiatives to improve efficiency and reduce operational costs.

Work with product and technology teams to digitize and automate manual workflows.

Develop SOPs, process maps, control frameworks, and operational documentation.

Establish mechanisms for continuous process improvement.

Risk, Compliance & Controls

Ensure business loan operations adhere to internal policies, regulatory requirements, and applicable compliance standards.

Implement strong operational controls to minimize fraud, errors, financial losses, and process deviations.

Work closely with Risk, Compliance, Audit, and Legal teams on operational requirements.

Support internal and external audits and ensure timely closure of audit observations.

Monitor operational risk indicators and implement mitigation measures.

Customer Experience

Ensure a seamless and transparent customer journey throughout the business loan lifecycle.

Monitor customer complaints, escalations, turnaround times, and service quality.

Identify recurring customer issues and drive root-cause resolution.

Collaborate with customer service, product, and technology teams to improve customer experience.

Lead, mentor, and develop a high-performing Business Loans Operations team.

Define team goals, KPIs, productivity standards, and performance expectations.

Build a strong culture of ownership, accountability, quality, and customer focus.

Identify training and development needs and implement capability-building initiatives.

Manage workforce planning, capacity requirements, and resource allocation.

Cross-Functional Stakeholder Management

Partner with Business, Sales, Credit, Risk, Collections, Finance, Product, Technology, Compliance, and Customer Service teams.

Drive alignment between business objectives and operational execution.

Lead cross-functional initiatives to improve loan processing and portfolio performance.

Communicate operational risks, business performance, and strategic initiatives to senior leadership.

Manage relationships with internal and external operational partners where applicable.

What We’re Looking For

Educational Background

Bachelor's degree in Business Administration, Finance, Economics, Engineering, Commerce, or a related field.

MBA/PGDM in Finance, Operations, Business Management, or a related discipline is preferred.

Professional Experience

7–8 years of relevant experience in lending operations, business loans, SME/MSME lending, retail lending, fintech, NBFC, banking, or financial services.

Proven experience managing end-to-end loan operations and large operational teams.

Strong experience in business loan processing, underwriting coordination, disbursement, servicing, and operational controls.

Experience managing operational KPIs, SLAs, productivity, TAT, and quality metrics.

Demonstrated experience in process improvement and operational transformation.

Strong stakeholder management and leadership capabilities.

Functional Expertise

Strong understanding of the business lending lifecycle.

Knowledge of SME/MSME/business loan products and processes.

Understanding of credit policies, underwriting workflows, documentation, verification, and disbursement processes.

Strong understanding of operational risk, fraud prevention, and compliance controls.

Ability to analyze business and operational data and translate insights into actionable initiatives.

Nice to Have

Experience working with digital lending platforms and technology-driven loan journeys.

Exposure to LOS, LMS, CRM, workflow management, and decisioning platforms.

Experience driving automation and digital transformation initiatives.

Familiarity with API-based integrations and technology-enabled lending processes.

Analytics & Process Excellence

Strong proficiency in Excel and familiarity with SQL, Power BI, Tableau, or similar analytics tools.

Experience developing operational dashboards and MIS.

Knowledge of Lean, Six Sigma, process mapping, or other process improvement methodologies.

Experience using data and analytics to improve productivity, TAT, conversion, and portfolio quality.

Business & Leadership

Experience managing large and geographically distributed teams.

Strong commercial and business acumen.

Ability to work effectively in a fast-paced, high-growth environment.

Excellent presentation, communication, negotiation, and stakeholder management skills.

Tools & Technologies

Business & Productivity: Microsoft Excel, PowerPoint

Lending Platforms: LOS, LMS, CRM, Workflow & Decisioning Platforms

Why You’ll Love Working With Us

Opportunity to lead and scale Business Loans Operations within a fast-growing fintech organization.

Exposure to digital lending, technology-enabled operations, and innovative financial products.

Opportunity to drive large-scale process transformation and automation.

Work closely with senior leadership and cross-functional business and technology teams.

Strong opportunities for leadership development and career growth.

Competitive compensation and benefits.

Position: Senior Manager - Business Loans Operations

Employment Type: Full-Time

Experience Level: Senior-Level (7–8 Years)