Credit Operations Manager
Role Purpose:
The Credit Operations Manager will oversee the end-to-end credit operations for Renda Credit, deployed primarily through SCALE by Renda, ensuring efficient processes, adherence to credit policies, and achievement of business targets. The role includes overseeing underwriting, compliance, managing credit disbursement, repayment collections, credit scoring implementation, risk management, and customer service for B2B and B2C segments.
Key Responsibilities:
1. Credit Operations Management:
○ Oversee the daily operations of the credit lifecycle: onboarding, underwriting, disbursement, monitoring, collections, and reporting.
○ Implement and maintain the credit scoring system, ensuring it is dynamic and reliable.
○ Ensure seamless integration of SCALE by Renda credit processes with partner systems and APIs.
2. Risk Management:
○ Monitor credit portfolio performance, identify risks, and recommend mitigation strategies.
○ Ensure compliance with regulatory and internal credit risk policies.
3. Team Leadership:
○ Lead and develop a high-performing credit operations team.
○ Conduct training sessions for staff and partner teams on credit processes, risk policies, and customer engagement.
4. Customer Engagement:
○ Manage escalations from clients, ensuring timely resolution of issues. ○ Maintain a customer-centric approach to drive satisfaction and loyalty.
5. Reporting and Analytics:
○ Prepare regular reports on credit performance metrics, including delinquency, collections, and disbursements.
○ Analyze credit data to refine scoring models and identify trends.
6. Process Optimization:
○ Identify bottlenecks in credit operations and propose solutions for process improvement.
○ Automate and streamline workflows to increase efficiency and scalability. 7. Stakeholder Management:
○ Collaborate with sales, finance, legal, and technology teams to align credit operations with organizational goals.
○ Manage relationships with third-party service providers (e.g., credit bureaus, banks, and payment platforms).
Key Performance Indicators (KPIs):
1. Credit Disbursement and Utilization:
○ Achieve set monthly/quarterly disbursement target.
○ Maintain a high credit utilization rate (>95%).
2. Delinquency and Default Rate:
○ Ensure the delinquency rate remains below a set threshold (≤2%).
○ Minimize write-offs to ≤0.5% of the total portfolio.
3. Portfolio Growth:
○ Grow active customers to 10,000 in the first quarter and increase it by 20%, quarter-over-quarter.
○ Achieve a balanced growth of both B2B and B2C segments.
4. Turnaround Time (TAT):
○ Maintain set TAT for credit approval and disbursement (≤3 hours for B2C and ≤6 hours for B2B).
5. Customer Satisfaction:
○ Achieve a customer satisfaction score of ≥90%.
○ Ensure timely resolution of ≥95% of customer complaints within SLA.
6. Process Efficiency:
○ Increase automation of credit operations.
○ Reduce operational costs by 40% in the first year
7. Compliance and Risk:
○ Ensure 100% compliance with regulatory requirements and internal policies. ○ Conduct regular audits with zero critical findings.
8. Team Performance:
○ Maintain team productivity.
○ Achieve employee retention of ≥95% in the credit operations team.
9. Reporting Accuracy:
○ Deliver error-free weekly, monthly and quarterly credit performance reports on time.
10. Credit Committee:
○ Ensure glitch-free credit committee meetings, with pre-reads available 24 hours before every meeting.
○ Align credit policy requirements into operational tasks and responsibilities, with zero misalignment.
Qualifications
- Bachelor’s degree in Business Administration, Finance, Economics, or a related field
- Minimum of 5 years of experience in credit operations, risk management, or a related field. Preferable in fintech or logistics.
- Proven track record of managing credit operations and meeting disbursement targets.
- Strong understanding of credit scoring systems, risk analysis, and regulatory compliance.
- Excellent leadership, communication, and stakeholder management skills.
- Proficiency in credit software, CRM tools, and data analytics software/tools
- This role requires a hands-on manager with a data-driven approach, a problem-solving mindset, and a passion for delivering impact at scale.