Process Excellence Manager

What you'll do?

You will be responsible for designing, standardizing, and optimizing core business processes across loan origination, management, collections, NBFC partnerships, and technology workflows. The role ensures scalability, regulatory compliance, and streamlined operations to deliver exceptional customer experience and efficient lending lifecycle management.

• Drive technology integration (LOS/LMS/APIs/PGs) and process alignment with external partners (BCPs/LSPs/LAs) in liaison with cross-functional teams (technology, business, operations, credit & risk, data science, compliance, and finance) to ensure smooth and compliant processing.
• Develop and implement SOPs and frameworks for loan origination, verification, underwriting, disbursal, and collection.
• Monitor and optimize turnaround times (TAT), accuracy, and operational efficiency using Lean/Six Sigma/Process Automation tools, and continuous improvement initiatives across end-to end loan lifecycle.
• Ensure adherence to RBI, NBFC, and fintech regulatory frameworks through ongoing audits and compliance checks.
• Implement and monitor robust MIS reporting, dashboards, and operational trackers for leadership review.
• Drive customer service excellence by handling escalations, supporting onboarding, and managing grievances.
• Train, Mentor & Develop partner's team and internal junior team members for operations and process improvement best practices.
• Vendor & partner management Monitor SLAs, track performance, and drive accountability with lenders, payment partners, and tech providers.

Who you need to be?

• MBA/PGDM from a reputed institute (Tier 1 preferred).
• 3+ years experience in process excellence/process improvement roles; experience in BFSI/Fintech/NBFC is mandatory.
• Proven expertise in loan operations (individual loans, business loans, vehicle/equipment loans, supply chain finance).
• Certifications in Lean/Six Sigma/PMP/ITIL are a plus.
• Knowledge of regulatory compliance, audit readiness, and digital lending/RBI norms.
• Strong analytical, problem-solving, and communication skills.
• Experience in process automation, business analysis, and developing operational dashboards.
• Proficiency in Excel, CRM, Power BI; familiarity with LOS/LMS/fintech platforms.
• Ability to manage stakeholders, cross-functional teams, and external partners.
• Fluency in English & Hindi is required, and any other vernacular languages would be an added advantage.

Preferred Qualities:

• Strategic thinker with attention to detail and ability to drive measurable results.
• Customer-centric approach.
• Experience in scaling up operations and process excellence across geographies.

Job location

• Bangalore (work from office)
• 6 days working.