Role Profile

Junior Manager - Central Operations

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ROLE SPECIFICATION

Role Title

Junior Manager - Central Operations

Employee Interviewed

Reports To

I MOHAMMED ISMAIL

Company

Muthoot Fincorp Limited

Function/Department

Operations

Location

Chennai

Written By

Approved By (Functional)

Approved By (People & Culture)

Date (Written On)

ROLE SUMMARY The role is responsible for managing end-to-end lending operations for secured and unsecured loan products, ensuring seamless customer onboarding, process compliance, risk management, and superior customer experience. The incumbent will oversee operational efficiency, TAT adherence, escalation management, stakeholder coordination, and process automation initiatives while collaborating closely with business, product, technology, and vendor teams. The position requires a strong understanding of lending operations, customer service frameworks, regulatory compliance, and continuous process improvement to support business growth and operational excellence.

ORGANIZATIONAL CHART

KEY RESPONSIBILITIES

Operations & Transactional

- End-to-end processing of lending product applications - KYC, bank statements, bureau checks, physical delivery in case of credit cards etc.
- Take complete ownership and accountability of all operations related metrics like TATs, Customer Satisfaction scores etc.
- Continuously improving upon the processes to minimize process gaps and enhance customer experience
- Gather ground-level insights and work with product teams to ideate and implement automation solutions to improve efficiency & TATs
- Suggest ways to improve customer experience based on feedback from merchants
- Escalation Handling - Handle escalations to satisfaction,



implement corrective and preventive measures
- Risk management and policy implementation for various day to day processes
- Capability to quickly build/edit processes to manage new initiatives with existing bandwidth for growth experiments

Process Improvement
- Managing the business operations ensuring the best possible customer experience, TAT adherence and compliance
- Developing and implementing systems, and operational processes and coordinating with various stakeholders and teams to deliver delightful customer service
- Compliance and customer service frameworks for various digital products being extended at our company
- Automation of at least 2 processes or activities to achieve cost savings or deliver better customer experience or improve efficiency
- Competitor and Market study to understand the best practices and design an implementation plan for the same
- Achieve an uptick in Net promoter score

- Problem-solving
- Analytical thinking
- Research acumen
- Judgment and Decision Making
- Exceptional communication skills.
- Proven ability toward constructive networking
- Team player and multi-tasker with exceptional organizational skills
- Sales and Marketing know-how

KEY INTERACTIONS

Internal Stakeholders

External Stakeholders

- Business Heads (Secured & Unsecured Lending Business)
- Product Team
- Credit Team
- Risk & Compliance Team
- Operations Team




- Technology / IT Team
- Customer Service Team
- Finance & Accounts Team
- HR & Training Team
- Regional / Zonal Business Teams

- Customers / Borrowers
- Credit Bureau Agencies (CIBIL, Experian, Equifax, CRIF High Mark)
- KYC Verification Agencies
- Field Investigation Agencies (FI Vendors)
- Physical Verification Agencies
- Collection Agencies
- Legal & Documentation Vendors
- Credit Card / Loan Fulfilment Vendors
- Banking Partners
- Digital Service Providers and Fintech Partners
- Process Automation and Technology Vendors
- Regulatory and Statutory Agencies (as applicable)

KEY ROLE DIMENSIONS

Geographical coverage –

Direct reportees

Total team size

PAN INDIA

KEY SKILLS & BEHAVIOURAL ATTRIBUTES

- Knowledge of KYC, Credit Bureau Checks, Loan Processing, Documentation, and Disbursement processes.
- Understanding of Risk Management, Regulatory Compliance, and Operational Controls.
- Expertise in Process Improvement, Workflow Optimization, and Automation.
- Customer Service and Escalation Management capabilities.
- Strong Program and Project Management skills.
- Market Research and Competitor Analysis knowledge.

- Knowledge of Digital Lending and Fintech-led operational processes.
- Data Analysis and MIS reporting proficiency.
- Strong ownership and accountability.
- Result-oriented with a focus on operational excellence.
- Ability to manage multiple priorities in a fast-paced workplace.
- Excellent interpersonal and communication skills.
- Collaborative team player with the ability to work across functions.

EDUCATION / EXPERIENCE

0 – 4 years of overall experience

Any UG/PG or MBA

📌 Junior Manager - Central Operations (Chennai)
🏢 Muthoot Fincorp
📍 Chennai