We need a Digital Credit Operations Lead,
End-to-End Credit Operations: Own day-to-day operations from customer application and decisioning hand-offs through activation, utilisation, repayment, settlement and account closure; maintain clear ownership, hand-offs and service standards across the lifecycle.
Operational Controls: Design, implement and evidence preventive and detective controls; monitor exceptions and breaches; maintain procedures, process maps, checklists and control records; coordinate corrective and preventive actions.
Merchant Operations: Coordinate merchant and partner onboarding, configuration, training, launch readiness and ongoing support; monitor merchant service levels, transaction exceptions and settlement issues; lead resolution of operational escalations.
Customer Experience: Own operational customer outcomes across onboarding, purchase, repayment and servicing; monitor complaints and recurring pain points; coordinate accurate, timely resolution with Customer Care and relevant teams.
Repayment and Collections: Manage repayment operations, failed-payment handling, reminders, allocation of cases and collections-partner coordination; track delinquency and recoveries; ensure activities follow approved credit and customer-treatment policies.
Refunds, Cancellations and Disputes: Own procedures and service levels for cancellations, refunds, reversals, disputes and chargebacks; ensure adjustments are authorised, accurately processed and reconciled; analyse trends and prevent recurrence.
Regulatory and Policy Compliance: Ensure operational processes follow applicable regulatory requirements, approved policies and delegated authorities; maintain evidence for reviews, reporting and audits; escalate suspected breaches promptly.
Operational Performance Management: Define and monitor service levels, turnaround times, transaction success, productivity, quality, complaints, ageing, settlements and collections metrics; produce dashboards and drive recovery plans.
Incident and Escalation Management: Lead triage, containment, communication and resolution of operational incidents; maintain issue and incident registers; perform root-cause analysis; assign corrective actions and escalate material events.
Process Improvement: Identify bottlenecks, manual work and recurring failures; drive simplification, automation, cost efficiency and scalable processes; confirm that improvements preserve customer outcomes and control effectiveness.
Launch and Operational Readiness: Lead operational impact assessments, procedures, controls, training, UAT, operational acceptance, go-live and hyper-care for new products, features, merchants, repayment methods and partner changes.
Cross-Functional Coordination: Work closely with Product, Finance, Risk, Compliance, Technology, Fraud, Customer Care and external partners; represent Operations in governance forums and personally drive resolution of launch-stage issues.
Perform any additional project, task or activity assigned or delegated by the Line Manager.
Bachelor’s degree in Business Administration, Finance, Banking, Operations Management, Accounting or a related field.
Strong working knowledge of consumer-lending, payment, settlement, reconciliation and customer-servicing operations.
Minimum 3-5 years in Digital Lending, BNPL, consumer finance or regulated financial-services operations.
Lean Six Sigma, ITIL, PMP, PRINCE2 or equivalent certification is desirable.
A banking, credit, collections or financial-services operations qualification is desirable.
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