This job role will require the incumbent to lead Product Operations and Customer Service Support across Digital Lending products and partnerships, ensuring seamless customer journeys, operational excellence, and issue resolution.

Additionally, own governance and management of inactive partnerships, including portfolio servicing, collections oversight, customer escalations, partner coordination, and portfolio closure initiatives.

Key Roles & Responsibilities Product Operations & Customer Service Support •

Own Product Operations governance for all partnership and direct lending products

. • Partner with Product, Operations, Technology, and Customer Service teams to ensure seamless customer servicing and issue resolution.

- Drive resolution of product and servicing-related escalations, identifying root causes and implementing corrective actions.
- Monitor customer experience, operational performance, and service metrics to ensure optimal customer outcomes

. • Lead process improvement and automation initiatives to enhance operational efficiency and customer experience.
- Track and report key product operations metrics, risks, and service performance to leadership.

Inactive Partnership Portfolio Management




- Manage the lifecycle and governance of inactive lending partnerships. • Drive portfolio hygiene through maturity-based and settlement-based loan closures.

Oversee partner servicing, customer support, and resolution of portfolio-related operational issues.
- Monitor collections and recovery performance for inactive partner portfolios and coordinate with stakeholders to optimize outcomes.
- Manage customer escalations, regulatory complaints, and servicing requests related to inactive partnerships.
- Drive reconciliation, closure governance, and partner coordination to ensure accurate portfolio records and timely issue resolution.
- Ensure compliance with regulatory requirements, contractual obligations, and internal governance standards.

Key Success Metrics • Customer Service & Escalation Resolution TAT • Product Operations SLA Adherence • Customer Experience & Complaint Reduction • Portfolio Closure & Hygiene Metrics • Collections & Recovery Performance (Inactive Portfolios) • Regulatory Complaint Closure Timeliness

Preferred candidate profile

📌 Digital Product (Product Ops & Governance) (Mumbai)
🏢 SKILLVENTORY
📍 Mumbai