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 explicit 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

Solid 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.

📌 Operations Manager Digital Loans Chennai
🏢 CreditAccess Grameen
📍 Chennai