01Overview
Role & responsibilities
Lead management: own the process for routing, prioritising, and following up on inbound leads so that intent converts to completed applications.
Drop-off recovery: build and run the playbook for re-engaging borrowers who stall mid-journey calling, nudging, and assisting to completion.
Customer service: own the service function across channels (call, chat, in-app), with clear SLAs, quality standards, and issue resolution.
Process and SLA design: define, document, and continuously improve operational workflows; hold the team to measurable service and conversion standards.
Feedback loop to product: surface recurring friction points and failure patterns back to product and data so root causes get fixed, not just worked around.
Team and capacity: build, staff, and manage the operations team; forecast capacity against volume and campaign calendars.
Phygital coordination: coordinate with field and branch teams where assisted onboarding and offline touchpoints support the digital journey.
Preferred candidate profile
Strong operations management expertise across lead management, drop-off management, and customer service.
Experience running operations in a digital context comfortable with digital funnels, tooling, and data-driven process management.
Track record of building processes, setting SLAs, and managing a team to measurable outcomes.
Hands-on problem solver who improves the system, not just the ticket.
Experience in financial services or lending operations.
Exposure to phygital or assisted-onboarding models.
Experience coordinating between digital and field/branch teams. .
