Operations Manager- Customer Experience

Operations Manager - Customer Experience

About Blenheim Chalcot

Blenheim Chalcot is one of the leading venture builders in the world. We have been building exciting and disruptive businesses for over 26 years across sectors including FinTech, EdTech, GovTech, Media, Sport, Charity and more. These companies are all GenAI enabled and are some of the most innovative companies in the UK and increasingly around the world.

The BC team in India has been instrumental to the growth and success of Blenheim Chalcot. Established in 2009, Blenheim Chalcot India serves as a pivotal launchpad for those aiming to make a difference in the realm of innovation and entrepreneurship.

Blenheim Chalcot India is driven by a mission to empower visionaries to lead, innovate, and build disruptive solutions. We support our diverse portfolio of ventures and create impactful solutions that shape global trends. We provide a range of services to help new businesses get off the ground, including technology, growth (marketing and sales), talent, HR, finance, legal and tax, plus so much more!

One of our Fin Tech ventures, Modulr, is scaling fast and we're looking to hire high energy, motivated and curious talent to support them on that journey!

Modulr has grown to become the leading provider of embedded payments to organisations across the UK and Europe. Embedded payments is a new category that permits payments to become part of organisations technology stack, upgrading them to become payments companies themselves. Modulr enables over 200 enterprise customers and thousands of SME customers to embed account creation, payment out, reconciliation of payment in, card issuing and many open banking and similar features into their own business process flows via API calls and webhooks into Modulr's cloud platform. Core to Modulr's success has been the platform itself, Modulr's regulatory status as an EMI in the UK and Europe, its connections to payments and other financial service schemes, its ability to operate at scale, and its compliance rigour. Today Modulr handles over 100bn of annualised payment volume and its platform handles, on average, 30 API calls per second.

Position Summary:

• 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 company's 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:

• Bachelor's degree in finance, business administration, or a related field. Master's 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.
  
  

At Blenheim Chalcot, we strive to create an environment where differences are not only accepted but greatly valued; where everyone can make the most of their capabilities and potential. We promote meritocracy, competence and the sharing of ideas and opinions. We are driven by data and believe the diversity, agility, generosity, and curiosity of our people is what sets us apart as an organization and helps us thrive communities in which we operate and who reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talent.