AVP Credit Operations

Title:

Location:

Goal:

• Design, document and own end-to-end operations for institute onboarding, student onboarding, mandate & payment flow, and fee collection.
• Build SOPs, SLAs, and runbooks for every operational touchpoint; ensure >99% adherence.
• Implement automation and tooling (no-code + internal workflows) to reduce manual touchpoints and improve TAT.
• Run daily operations desk: exceptions, escalations, refunds, reconciliations, payment failures, and settlements.

• Own credit screening workflow and the operational lifecycle of underwriting (data capture, document verification, scorecard integration, handoff to lending partners).
• Develop & iterate the “Flashaid Score 0.1/0.2” operational playbook: what fields are required, verification standards, and evidence collection.
• Manage collections operations: reminders, auto-debit onboarding, failed mandate remediation, and early-warning triggers.
• Liaise with lending partners/NBFCs: deliver batch files/APIs in required formats, provide audit trails, and implement lender feedback loops.

• Act as the primary operational SPOC for institutes (LCG & SME), ensuring SLAs, onboarding velocity, and churn prevention.
• Build and run a customer success function: onboarding playbooks, training, weekly/monthly business reviews and churn mitigation.
• Drive institute adoption of premium packs (collections, verified student tokens, placement verification).
• Operate as the escalation owner for students — refunds, disputes, grievance resolution — ensuring high NPS.

• Define and report core KPIs: institute onboarding TAT, student onboarding TAT, collection success rate, mandate success %, D0-D30 delinquency proxy, ARPU per institute, churn, NPS.
• Run root-cause analysis on missed SLAs, failed collections, and credit misses; prioritize mitigation roadmaps.
• Work with Product & Eng to convert operational pain-points into product features (APIs, dashboards, automation).

• Hire, mentor and lead a lean ops team (onboarding, field ops, collections, CS).
• Manage third-party vendors: payment gateways, servicers, KYC/AML vendors, background-verification partners, and couriers. Negotiate SLAs and SOWs.
  

• 6–10 years in operations/credit/collections/customer success in a fast-moving startup or unicorn (preferably edtech, fintech, payments, or NBFC operations).
• Deep experience with loan origination workflows, KYC/verification, or student financing programs OR scaling operations for high-touch B2B2C products.
• Strong track record in building SOPs, running field teams, and owning SLAs end-to-end.
• Hands-on with payments (UPI, auto-debit mandates, netbanking), reconciliations and integrations with PSPs.
• Comfortable with basic data analysis (SQL or spreadsheets), designing dashboards, and using product/CRM tools (Zendesk/Intercom, HubSpot, Airtable, Zapier, or equivalent).
• Experience managing third-party vendors and negotiating SOWs.
• Excellent stakeholder management: can present to CXOs, lenders, and partner institutes confidently.

• Background working with NBFCs, banks, or loan-servicing platforms (Nortridge/LendKey-like) OR prior role in collections/servicing.
• Experience building or operating underwriting or credit-scoring products.
• Familiarity with regulatory/compliance around digital lending in India.
• Prior field / on-ground operations experience in Tier-2/3 cities (understands vernacular challenges).

• Founder’s mindset: bias for action, resourceful, and accountable.
• Customer-first: empathy for students and institute admins; relentless on SLAs.
• Data-driven: measures, experiments, and iterates quickly.
• Calm under pressure: handles escalations with clarity.
• Systems thinker: loves to design processes and automate bad repeatable human work.