Digital Credit Operations Lead

Role overview

Operations and controls

• Own day-to-day operations from customer application and decisioning hand-offs through activation, utilisation, repayment, settlement, and account closure.
• Design and evidence preventive and detective controls; monitor exceptions and breaches; maintain procedures, process maps, checklists, and control records.
• Coordinate merchant and partner onboarding, configuration, training, launch readiness, and ongoing support; monitor service levels, transaction exceptions, and settlement issues.
• Own customer outcomes across onboarding, purchase, repayment, and servicing; monitor complaints and coordinate timely resolution.
• Manage repayment operations, failed-payment handling, reminders, case allocation, collections-partner coordination, delinquency, and recoveries.
• Own cancellation, refund, reversal, dispute, and chargeback procedures; ensure authorised adjustments are processed accurately and reconciled.
• Ensure processes follow regulatory requirements, approved policies, and delegated authorities; retain audit evidence and promptly escalate suspected breaches.

Performance and improvement

• Monitor service levels, turnaround times, transaction success, productivity, quality, complaints, ageing, settlements, and collections metrics; produce dashboards and recovery plans.
• Lead incident triage, containment, communication, resolution, root-cause analysis, corrective actions, and escalation of material events.
• Drive process simplification, automation, cost efficiency, and scalable operations while preserving customer outcomes and control effectiveness.
• Lead operational readiness for product, feature, merchant, repayment-method, and partner changes, including impact assessments, procedures, training, UAT, acceptance, go-live, and hyper-care.
• Coordinate with Product, Finance, Risk, Compliance, Technology, Fraud, Customer Care, and external partners; represent Operations in governance and resolve launch-stage issues.

Qualifications

• 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.
• At least 3–5 years in Digital Lending, BNPL, consumer finance, or regulated financial-services operations.
• Lean Six Sigma, ITIL, PMP, PRINCE2, or equivalent certification is desirable.
• A banking, credit, collections, or financial-services operations qualification is desirable.