Head of Operations – Retail Digital Lending (NBFC)

The Head of Operations – Retail Digital Lending will own end‑to‑end operations for our Travel, Healthcare and Education loan products. This includes credit underwriting, risk assessment, NPA management, collections coordination, and portfolio reporting, with a strong use of technology to drive efficiency and control. The role is hands‑on and ideal for someone who has grown through retail lending operations roles in Banks/NBFCs and is now ready to lead a lean, digital‑first team.

Key Responsibilities

• Credit Underwriting & Policy Execution
• Oversee day‑to‑day underwriting for retail loan applications (Travel, Healthcare, and Education Loans) within defined policies and risk appetites.
• Ensure quality of credit decisions through disciplined use of bureau data, income documents, bank statements and internal scoring rules.
• Risk Assessment & Portfolio Monitoring
• Track key risk indicators (approval rates, bounce ratios, DPD buckets, NPAs, roll rates) and highlight emerging trends.
• NPA Management & Collections Interface
• Build and manage processes for early‑bucket management, restructuring norms (if any), and NPA reporting.
• Coordinate closely with Collections to ensure smooth hand‑offs, aligned strategies and fair‑practice compliance.
• Operational Process & Controls
• Own core operational processes: application processing, KYC checks, documentation, disbursal and reconciliation.
• Design and maintain robust control frameworks (checklists, maker‑checker, QA/QC, error monitoring) to minimise operational risk.
• Technology & Digital Journeys
• Work with Tech/Product teams on LOS/LMS workflows, APIs, and automation to reduce manual work and TAT.
• Suggest and validate system changes, dashboards and rule‑engines to support scalable digital operations.
• Regulatory & Reporting
• Ensure adherence to RBI and internal policy guidelines on retail lending operations, KYC/AML, fair‑practices and recovery.
• Prepare and review operational MIS and portfolio reports for Management and regulators as required.
• Team Leadership & Stakeholder Management
• Lead and mentor the operations team; drive a culture of accuracy, ownership and customer focus.
• Collaborate with Sales, Credit, Risk, Tech and Partner Institutions (schools, hospitals, travel partners) to resolve issues and improve processes.

Required Qualifications & Experience

• 5–7 years of hands‑on experience in retail lending operations within a Bank, NBFC or digital‑lending fintech.
• Strong exposure to:
• Credit underwriting for unsecured retail loans.
• Loan processing, documentation, KYC, disbursal and EMI setup.
• NPA monitoring and collections coordination.
• Comfort with technology and data; ability to work closely with LOS/LMS platforms, APIs and dashboards.
• Bachelor’s degree in Commerce, Finance, IT or related fields; MCA / BE / M.Tech or equivalent tech qualification will be an added advantage.
• Good understanding of RBI guidelines relevant to NBFC retail lending and operational compliance.
• Proven ability to lead small teams and manage cross‑functional stakeholders.

Preferred Attributes

• Experience with digital lending journeys (web/app), eKYC and API‑based integrations.
• Exposure to Travel, healthcare, or Education loan segments will be a plus.
• Strong analytical skills, attention to detail and a problem‑solving mindset.
• Clear communication skills and comfort with on‑site, collaborative working.