Operations Specialist - Retail Assets Operations

Job Requirements

About the Role

We are looking for an Operations Specialist – Retail Assets Operations (E) to join our Loan Servicing – Retail Asset Operations team. This role is responsible for managing loan servicing activities such as EMI repayments, record management, pre-closure processes, loan cancellations, and service request tracking. The ideal candidate will ensure timely resolution of service requests, drive digital system integrations, and support process improvements and automation initiatives.

Key Responsibilities

Primary Responsibilities

• Manage loan servicing processes including EMI repayments, pre-closures, loan cancellations, and related activities.
• Track and ensure timely closure of service requests within defined turnaround time (TAT).
• Operate and manage FinnOne Loan Management System or similar LMS platforms, including termination and closure applications.
• Communicate effectively with collection and customer service teams across India.
• Drive digital system integrations across multiple applications.
• Create and execute test scenarios for system enhancements and developments.
• Lead and manage a team of 5–10 employees, including both on-roll and outsourced staff.
• Collaborate with internal stakeholders to define and implement system requirements.
• Monitor and drive quality and SLA adherence within the unit.
• Promote automation and process improvement initiatives.
• Ensure compliance with audit requirements and manage audit processes effectively.
  
  

• Serve as a subject matter expert for projects related to recurring payments, BRD preparation, sprint planning, and system testing.
• Utilize tools such as SAS, Visio, and PowerPoint for project tracking and documentation.
• Demonstrate knowledge of digital integrations, NPCI products, and mandate management systems.
• Be proficient in FinnOne or other lending systems, including API integrations.
  
  

• Graduation: Graduate in any discipline from a recognized institution.
  
  

• Minimum 2 years of relevant experience in loan servicing and retail asset operations.
  
  

• Proficiency in loan management systems like Finn One.
• Strong communication and interpersonal skills.
• Technical aptitude for digital system integration.
• Experience in system testing and scenario creation.
• Leadership skills with experience managing small teams.
• Ability to collaborate across departments.
• Focus on quality, SLA management, and process automation.
• Familiarity with audit processes and compliance.
• Expertise in project management tools and digital payment systems.
• Commitment to customer-centric service delivery aligned with organizational values.