Digital Credit Operations Lead

End-to-End Credit Operations:
Own day-to-day operations from customer application and decisioning hand-offs through activation, utilisation, repayment, settlement and account closure; maintain clear ownership, hand-offs and service standards across the lifecycle.

Operational Controls:
Design, implement and evidence preventive and detective controls; monitor exceptions and breaches; maintain procedures, process maps, checklists and control records; coordinate corrective and preventive actions.

Merchant Operations:
Coordinate merchant and partner onboarding, configuration, training, launch readiness and ongoing support; monitor merchant service levels, transaction exceptions and settlement issues; lead resolution of operational escalations.

Customer

Experience:

Own operational customer outcomes across onboarding, purchase, repayment and servicing; monitor complaints and recurring pain points; coordinate accurate, timely resolution with Customer Care and relevant teams.

Repayment and Collections:
Manage repayment operations, failed-payment handling, reminders, allocation of cases and collections-partner coordination; track delinquency and recoveries; ensure activities follow approved credit and customer-treatment policies.

Refunds, Cancellations and Disputes:
Own procedures and service levels for cancellations, refunds, reversals, disputes and chargebacks; ensure adjustments are authorised, accurately processed and reconciled; analyse trends and prevent recurrence.

Regulatory and Policy Compliance:
Ensure operational processes follow applicable regulatory requirements, approved policies and delegated authorities; maintain evidence for reviews, reporting and audits; escape suspected breaches promptly.

Operational Performance Management:
Define and monitor service levels, turnaround times, transaction success, productivity, quality, complaints, ageing, settlements and collections metrics; produce dashboards and drive recovery plans.

Incident and Escalation Management:
Lead triage, containment, communication and resolution of operational incidents; maintain issue and incident registers; perform root-cause analysis; assign corrective actions and escalate material events.

Process Improvement:
Identify bottlenecks, manual work and recurring failures; drive simplification, automation, cost efficiency and scalable processes; confirm that improvements preserve customer outcomes and control effectiveness.

Launch and Operational Readiness:
Lead operational impact assessments, procedures, controls, training, UAT, operational acceptance, go-live and hyper-care for new products, features, merchants, repayment methods and partner changes.

Cross-Functional Coordination:
Work closely with Product, Finance, Risk, Compliance, Technology, Fraud, Customer Care and external partners; represent Operations in governance forums and personally drive resolution of launch-stage issues.

Perform any additional project, task or activity assigned or delegated by the Line Manager.