Lending operations process specialist

Lending Operations Process Specialist

Location: India (Remote — All regions considered)

Company: Blue Polaris Inc. | bluepolaris.ai

Engagement Type: Consulting / Contractor

Experience Level: Senior (10+ Years)

Language Required: English (professional level required)

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ABOUT BLUE POLARIS

At Blue Polaris, we are redefining how businesses make decisions. As a global leader in decision automation, AI, and business architecture, we partner with Fortune 500 companies to design intelligent, transparent systems using Decision Model and Notation (DMN) and our proprietary Decisions First™ approach.

We don't just solve problems — we model how organizations think, decide, and act. By combining AI, analytics, business architecture, and human expertise, we help enterprises improve outcomes at scale.

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POSITION OVERVIEW

We are looking for a Lending Operations Process Specialist — a senior practitioner who has lived inside lending origination back-office operations and knows exactly how the process works from end to end. We are open to two types of backgrounds and both are equally valued.

Profile Type 1 — The BPO/KPO Company Operator:

You worked inside a BPO or KPO company — WNS, EXL, Firstsource, Mphasis, i Gate, Accenture BPO, or similar — running lending origination or mortgage processing operations on behalf of banking clients. You built and managed the processes, the teams, the SLAs, and the quality frameworks that kept those operations running. You have seen how multiple banks structure their back-offices because you served more than one.

Profile Type 2 — The Bank-Side Processing Operations Leader:

You worked inside a bank or NBFC in their loan operations, regional processing centre, or mortgage back-office unit. You ran the processing of loan applications end to end — from intake through underwriting support, verification, disbursement and onboarding. You understand the full origination workflow from the inside because you managed it day to day.

In both cases your mission at Blue Polaris is the same — transfer what you know. Help us understand how lending operations actually run. You are the domain expert.

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KEY RESPONSIBILITIES

Process Knowledge Transfer & Documentation

Map and document end-to-end lending origination workflows as you have experienced them: application intake, KYC/AML, credit assessment support, underwriting, verification, approval/decline processing, closing, funding, and onboarding. Define the operational logic behind each stage — the rules, the decision points, the handoffs, the exception handling, and the quality checkpoints that keep the process compliant and efficient. Document staffing models, shift structures, WFM approaches, QA/QC frameworks, SLA/OLA structures, defect taxonomies, and calibration processes used in lending back-office environments. Identify where manual processes are most concentrated, most error-prone, and most ripe for automation — producing structured assessments that Blue Polaris's automation teams can act on.

Operating Model & SOP Development

Build SOP libraries and process playbooks that capture how lending operations are run — version-controlled, structured, and detailed enough to serve as the foundation for automation design. Develop process maps, SIPOCs, control frameworks, and training guides that Blue Polaris can use to demonstrate operational depth to banking clients. Support the design of BPO operating models for lending use cases — including productivity benchmarks, throughput targets, error rate thresholds, and escalation frameworks.

Automation Opportunity Identification

Run value-stream mapping exercises across lending origination workflows to identify bottlenecks, manual touchpoints, and automation opportunities. Support the build of automation heat maps and ROI models that Blue Polaris uses to prioritise and sell automation solutions to banking clients. Contribute to Po C planning for RPA, IDP/OCR, API-first bureau orchestration, decisioning engine integration, and straight-through processing use cases.

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REQUIREMENTS

Education:

Bachelor's degree in Business Administration, Finance, Operations Management, or a related field. Master's or postgraduate qualification in Operations, Banking, or Business Process Management is a plus.

Experience — all required:

10+ years of hands-on experience in lending origination back-office operations — either within a BPO/KPO company serving banking clients, or within a bank or NBFC's own loan operations or regional processing unit. Non-call-center, non-customer-facing focus — back-office processing, straight-through processing, and operational workflow management is the core of your experience. Proven track record of managing or redesigning end-to-end lending origination workflows across products such as home loans, personal loans, auto loans, MSME lending, or credit cards. Experience building or managing QA/QC frameworks, SLA structures, staffing models, and process improvement initiatives in a lending operations environment. Comfortable working with automation and AI teams to transfer domain knowledge and co-develop process assets, playbooks, and solution designs.

Domain Knowledge:

Full lending origination workflow: pre-screen, application, KYC/AML and fraud, data acquisition, underwriting support, verification, closing/funding, onboarding. BPO/KPO operational frameworks: WFM, shift coverage, QA/QC, SLA/OLA design, exception management, defect taxonomy, calibration cadence. Process modelling: BPMN 2.0, process maps, SIPOCs, swimlane diagrams, value-stream mapping. Automation awareness: familiarity with RPA, IDP/OCR, API-first processing, decisioning engines, or LOS platforms — from an operational perspective, not a technical build perspective. Compliance awareness: understanding of KYC, AML, FCRA, data privacy, and regulatory requirements that govern lending operations.

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KEY SKILLS

Ability to translate complex operational processes into clear, structured, automatable designs that technology teams can implement. Strong documentation skills — you can produce SOPs, process maps, and playbooks that are detailed, accurate, and useful. Problem-solving mindset for identifying where manual processes break down and where automation creates the most value. Collaboration across operations, technology, compliance, and client-facing teams. Clear communication — able to explain lending operations and automation opportunities to non-operational audiences including senior leadership and technology architects.

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PREFERRED QUALIFICATIONS (NOT MANDATORY)

Experience working across multiple lending products or serving multiple banking clients — breadth of operational exposure is strongly valued. Hands-on exposure to automation implementation projects within a lending operations context — having been the operational SME in an RPA or straight-through processing initiative. Familiarity with LOS platforms such as Encompass, Finastra, or equivalent Indian lending system platforms. Certifications: Six Sigma Green or Black Belt, BPMN, Lean Operations, PMP, or equivalent.

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WHY JOIN BLUE POLARIS?

Innovate: Your lending operations expertise becomes the blueprint for AI-driven automation that replaces manual back-office processing at scale. Global Exposure: Collaborate with Fortune 500 banking clients and world-class teams across the Americas and beyond. Grow Fast: Your operational depth becomes a strategic asset in one of the fastest-growing automation markets in financial services. Hands-On Impact: Build real SOPs, process maps, and automation blueprints that go directly into client engagements. Learn from Experts: Work alongside pioneers in DMN, decision automation, and AI-driven workflow design. Remote-First: Work from anywhere in India in a flexible, high-growth consulting environment. Make a Difference: Help banks and lenders across the globe process faster, smarter, and with fewer errors