- As an Operations Manager, you will be responsible for overseeing and managing various aspects of the lending operations, including loan applications, underwriting, collections, customer service, complaints, and fraud prevention.
- You will lead a team of professionals and work closely with other departments to ensure efficient and effective operations, compliance with regulations, and the delivery of exceptional customer service.
Responsibilities:
- Identify opportunities for process improvements and automation to enhance operational efficiency.
- Leadership and Team Management: Provide leadership and guidance to a team of lending operations professionals.
- Set clear goals, monitor performance, and provide regular feedback and coaching.
- Foster a positive work environment that promotes teamwork, collaboration, and professional development.
- Loan Application Processing: Oversee the loan application process from initiation to completion. Ensure compliance with lending policies, procedures, and regulatory requirements.
- Streamline and optimize the loan application workflow to improve efficiency and reduce turnaround time.
- Monitor and evaluate the quality of loan applications and implement measures for continuous improvement.
Underwriting and Risk Assessment:
- Develop and maintain underwriting guidelines and policies.
- Review and assess loan applications to determine creditworthiness and mitigate risks.
- Collaborate with underwriting team to make informed lending decisions based on analysis, financial data, and risk assessment.
Collections and Customer Service:
- Implement strategies for effective collections and delinquency management. Monitor and analyze collection performance metrics to identify areas for improvement.
- Develop and maintain strong relationships with customers, ensuring exceptional customer service.
- Handle escalated customer issues and complaints, providing resolutions in a timely and satisfactory manner.
Fraud Prevention and Risk Mitigation:
- Implement fraud prevention measures and systems to safeguard against fraudulent activities.
- Stay updated on industry trends and best practices related to fraud detection and prevention.
- Investigate suspected fraud cases, coordinate with relevant stakeholders, and take appropriate actions to mitigate risks.
Process Improvement and Compliance:
- Identify opportunities for process improvements and automation to enhance operational efficiency.
- Ensure compliance with relevant laws, regulations, and internal policies.
- Conduct regular audits and reviews to ensure adherence to compliance standards.
- Implement necessary controls and procedures to maintain data integrity and confidentiality.
- Strong problem-solving & troubleshooting skills with the ability to exercise mature judgment in client-facing situations.
- Customer relationship management for managing all companys relationships and interactions with customers and potential customers.
- Contribute operations information to strategic plans and reviews.
- Handling client requests end-to-end. This includes receiving a request, capturing requirements, working out team allocations, researching, preparing final output, receiving and implementing feedback.
- Create performance and governance reports for internal stakeholders/ partners on a periodic basis and share with them.
Qualifications and Skills:
- Bachelors degree in finance, business administration, or a related field. Masters degree is a plus.
- Proven experience of 4+ years in lending operations, including loan applications, underwriting, collections, and customer service.
- Strong knowledge of lending regulations, compliance requirements, and industry best practices.
- Excellent leadership and team management skills.
- Analytical mindset with the ability to make data-driven decisions.
- Strong problem-solving and decision-making abilities.
- Effective communication and interpersonal skills.
- Detail-oriented with a focus on accuracy and quality.
- Ability to adapt to changing priorities and work under pressure.
