Head of Lending Operations (Sr. Director)

MobiKwik · India

About the Role

We are looking for a seasoned Operations leader to build, scale, and own the entire lending operations function at MobiKwik. You will span underwriting support, disbursement, lender reconciliation, grievance redressal, compliance ops, and vendor/utility management — with robust maker-checker governance across our NBFC/LSP setup. This is a high-impact, high-ownership role reporting directly to the CEO.

Responsibilities

• Manual Underwriting & Credit Admin — Supervise manual decisioning for policy exceptions; enforce maker-checker at file login, income verification, and sanction. Manage documentation, deviation matrices, and fraud-flag coordination with Risk.
• Lender Reconciliation — Own end-to-end recon (disbursals, EMIs, bounces, foreclosures, refunds) across NACH, PG, escrow, and bank statements. Close recon cycles within T+3; publish ageing MIS to leadership.
• Lender Coordination — Act as SPOC for lending partners on API uptime, disbursement TAT, portfolio reporting, co-lending tranche settlements, and audit/due-diligence readiness.
• Customer Grievances — Own the redressal framework per RBI Ombudsman Scheme & Fair Practices Code. Manage L1/L2/L3 escalation matrix, root-cause analysis, complaint register, and RBI CMS portal submissions.
• Maker-Checker & Process Governance — Design 4-eye controls for loan booking, disbursals, write-offs, refunds, and mandate registration. Enforce SoD, system-level audit trails, and periodic control testing.
• Micro-Utility Management — Manage CIBIL, Experian, Equifax, CRIF integrations; oversee KYC (CKYC, V-KYC, Digilocker), e-Sign/e-Stamp, NACH/E-Mandate, bank statement analysers, PAN/GST/ITR utilities. Track uptime, cost-per-txn, and DPDP compliance.
• Loan Servicing & Portfolio Ops — EMI scheduling, prepayment/foreclosure, rate resets, NOC issuance, insurance mapping, and account closure lifecycle.
• Collections Ops Support — Bounce management, NACH re-presentation, settlement processing, and RBI Digital Lending Guidelines compliance in collection practices.
• Regulatory & Compliance Ops — Support RBI return filings, CRILC submissions, KYC refresh, AML/CFT monitoring, CERSAI charge management, and STR/CTR reporting.
• Tech & Automation — Partner with Product/Tech to automate manual bottlenecks (auto-disbursal, auto-recon, rule-based UW); validate LOS/LMS enhancements pre-go-live.
• MIS, BCP & Team Leadership — Build operational dashboards (TAT, throughput, SLA adherence). Own BCP/DR for ops. Recruit, train, and lead a cross-functional operations team.

Qualifications

• MBA preferred.

Required Skills

• 10–15 years in lending ops with 3–5 years in leadership at an LSP, or digital lender; deep unsecured lending experience (PL/BL/CDL/BNPL).
• Strong command of RBI regulations, Digital Lending Guidelines 2022, Fair Practices Code, and outsourcing norms.
• Hands-on experience with LOS/LMS platforms, payment systems (NACH, UPI, e-Mandate), credit bureaus, and KYC/e-Sign utilities.
• Prior experience in LSP/co-lending models and startup-scale ops build-out strongly preferred.

Preferred Skills

• Prior experience in LSP/co-lending models and startup-scale ops build-out strongly preferred.