Digital Credit Operations Lead

Role scope

Credit and merchant operations

• Maintain clear ownership, hand-offs and service standards throughout the credit lifecycle.
• Design and evidence preventive and detective controls; monitor exceptions and breaches, maintain procedures and records, and coordinate corrective actions.
• Coordinate merchant and partner onboarding, configuration, training, launch readiness and support; address service, transaction and settlement issues.
• Own operational customer outcomes across onboarding, purchase, repayment and servicing; monitor complaints and coordinate their resolution.
• Manage repayments, failed payments, reminders, case allocation and collections partners; track delinquency and recoveries in line with approved policies.
• Manage cancellations, refunds, reversals, disputes and chargebacks; ensure authorised processing and reconciliation, analyse trends and prevent recurrence.

Controls and performance

• Ensure operational processes follow applicable regulations, approved policies and delegated authorities; maintain evidence for reviews, reporting and audits and escalate suspected breaches.
• Monitor service levels, turnaround times, transaction success, productivity, quality, complaints, ageing, settlements and collections; produce dashboards and recovery plans.
• Lead incident triage, containment, communication and resolution; maintain registers, perform root-cause analysis, assign corrective actions and escalate material events.
• Drive simplification, automation, cost efficiency and scalable processes while preserving customer outcomes and control effectiveness.

Launch and coordination

• Lead impact assessments, procedures, controls, training, UAT, operational acceptance, go-live and hyper-care for product, feature, merchant, repayment-method and partner changes.
• Work with Product, Finance, Risk, Compliance, Technology, Fraud, Customer Care and external partners; represent Operations in governance forums and resolve launch-stage issues.
• Perform additional projects or tasks assigned or delegated by the Line Manager.

Qualifications and experience

• Bachelor's degree in Business Administration, Finance, Banking, Operations Management, Accounting or a related field.
• Strong working knowledge of consumer-lending, payment, settlement, reconciliation and customer-servicing operations.
• Minimum 3–5 years in Digital Lending, BNPL, consumer finance or regulated financial-services operations.

Desirable qualifications

• Lean Six Sigma, ITIL, PMP, PRINCE2 or equivalent certification is desirable.
• A banking, credit, collections or financial-services operations qualification is desirable.