Mumbai
Role Overview
The Operations Manager – Lending Operations will be responsible for managing end-to-end disbursement operations across GrayQuest's Retail and Institutional lending portfolios - spanning banks, NBFCs, payment partners, and educational institutions - while ensuring governance, compliance, and SLA adherence across the business.
The ideal candidate should possess strong operational leadership skills, excellent analytical and systems-thinking capabilities, hands-on expertise in Excel and BI tools, working knowledge of AI tools such as Claude for automation and reporting, and prior experience managing high-volume operations with banks, NBFCs, or fintech lending partners.
End-to-end disbursement operations across banks, NBFCs, payment partners, and educational institutions - from partner onboarding to daily execution
Governance and compliance for high-volume, high-value lending operations, including defining the KPIs, SLAs, and frameworks that keep the whole function accountable
Cross-functional partnerships - working closely with Finance,Technology, and Risk, to streamline lender integrations and cut onboarding friction
UAT and production go-lives for new partner integrations and platform changes
Strategic partner relationships with lending partners, including owning escalations when things go sideways
Team Management : Lead, coach, and develop Deputy Managers and their teams (10-20 FTE + contract across the function).
Set team-level KPIs and hold Deputy Managers accountable for productivity, quality, and SLA adherence.
Lender & Partner Management: Act as the senior escalation point and strategic relationship owner for Banks, NBFCs, and lending partners.
Drive operational governance and strategic partnership initiatives with external partners.
Lead cross-functional initiatives (like lender onboarding streamlining) spanning Finance, Risk, and QA.
Coordinate with Product, Tech, and Compliance teams on lender requirement implementation and UAT/production go-lives.
5+ years in lending, fintech, or similarly high-volume, regulated operations
Real, hands-on experience managing multi-crore disbursement or transaction volumes
Strong stakeholder management - you're equally comfortable in a room with Risk & Compliance and on a call with a banking partner
Practical experience with dashboards and BI tools (Power BI or similar), advanced Excel, and process automation
Comfort working with AI tools as part of your daily workflow - for reporting, automation, or process design - not just familiarity with the concept
Experience owning SLAs, KPIs, and governance frameworks, not just reporting on someone else's
Systems thinking - you can spot when an issue is a one-off human slip versus a symptom of a deeper process gap, and you know the difference matters
Proven people leadership - you'll be managing a team of 10–20 (full-time + contract), so real experience hiring, training, and managing performance at that scale matters, not just individual-contributor chops