Lending Operations- Senior Manager

About Us:

Paytm is India leading financial services company that offers full-stack payments & financial solutions to consumers, offline merchants and online platforms. The company is on a mission to bring half a billion Indians into the mainstream economy through payments, commerce, banking, investments and financial services. One97 Communications Limited that owns the brand Paytm is founded by Vijay Shekhar Sharma.

About the team:

The requirement is in the Merchant Helpdesk (MHD) team. MHD is responsible for creating a unique customer experience for Paytm Merchants with optimized operational processes guided by data analytics.

About the role: 

The role will essentially require selected candidates to manage contact center and requires a high level of business ownership, one should have Good understanding of financial services business, particularly distribution of financial products viz Unsecured Business Loans, Personal Loans ,Insurance, CASA etc.

Expectations/ Requirements:

> Managing and leading multiple contact centers.

> Ensure program success through strong performance management of KPIs (Productivity, Quality, AL,

SL etc.)

> Own the partner relationship for outsourcing contracts including monitoring delivery, vendor

performance management. This includes identifying operational and performance risk and


> Anticipating the Merchant needs and their potential problems and seek out ways to increase

merchant satisfaction.

> Ensuring that all merchant concerns and complaints are satisfactorily resolved within the given


> Be accountable for managing and directing the daily activities of the Lending operations department.

> Oversee all lending functions, which includes pre disbursal and post disbursal queries as well as

reviewing and recommending changes to existing product suite for continued enhancements.

> Coordination with business loan processing team and internal stakeholders.

> Be responsible for process improvements, recommends solutions to improve departmental

productivity, efficiency and quality of service.

> Responsible for meeting growth objectives- revenue growth by evolving and implementing a business

relationship plan. Prevent attrition of merchants by retaining them.

> Adherence to compliance, legal and regulatory standards

> Collaborate with different business divisions of the bank and NBFC to offer highest level of merchant

satisfaction within desired time frame and no escalation.

Superpowers/ Skills that will help you succeed in this role:

> 10-12 years of experience in lending operations space; preferably from Banks/ NBFCs.

> Must have in-depth knowledge of Loans/Credit Cards.

> Proficiency in MS office; expertise in MS excel is a must

> Good communication skills

> Prior experience and knowledge of the documentation required for loans, onboarding processes and

potential issues faced in the industry for pre-disbursal and post disbursal concern is a plus point.

Educational Qualification:

Any Graduate+ MBA(Preferred)

Why join us:

> A collaborative output driven program that brings cohesiveness across businesses through technology.

> Improve the average revenue per use by increasing the cross-sell opportunities.

> A solid 360 feedback from your peer teams on your support of their goals.

> Respect, that is earned, not demanded from your peers and manager.


If you are the right fit, we believe in creating wealth for you. With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants – and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!

Job Type
Full Time
75 days ago

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