Role & responsibilities

1. Lead management: own the process for routing, prioritising, and following up on inbound leads so that intent converts to completed applications.
2. Drop-off recovery: build and run the playbook for re-engaging borrowers who stall mid-journey calling, nudging, and assisting to completion.
3. Customer service: own the service function across channels (call, chat, in-app), with transparent SLAs, quality standards, and issue resolution.
4. Process and SLA design: define, document, and continuously improve operational workflows; hold the team to measurable service and conversion standards.
5. 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.
6. Team and capacity: build, staff, and manage the operations team; forecast capacity against volume and campaign calendars.
7. Phygital coordination:



coordinate with field and branch teams where assisted onboarding and offline touchpoints support the digital journey.

Preferred candidate profile

1. Strong operations management expertise across lead management, drop-off management, and customer service.
2. Experience running operations in a digital context comfortable with digital funnels, tooling, and data-driven process management.
3. Track record of building processes, setting SLAs, and managing a team to measurable outcomes.
4. Hands-on problem solver who improves the system, not just the ticket.
5. Experience in financial services or lending operations.
6. Exposure to phygital or assisted-onboarding models.
7. Experience coordinating between digital and field/branch teams.

📌 Operations Manager- Digital Loans (Chennai)
🏢 CreditAccess Grameen
📍 Chennai