Manager Credit Operations

About Snapmint

India’s booming consumer market has over 300 million credit-eligible consumers, yet only 35 million actively use credit cards. At Snapmint, we’re reimagining how credit works—with a product-first approach that puts the consumer experience at the center. Our EMI and Pay Later solutions are designed from the ground up to be intuitive, accessible, and frictionless—enabling millions of Indians to purchase what they need, when they need it, whether it’s fashion, electronics, or daily essentials.

From seamless onboarding to instant approvals and zero-cost EMIs, all our products are engineered to empower users while maintaining transparency and trust. We believe that enduring financial services are built not just on fair terms, but also on products that solve real problems with simplicity and scale.Founded in 2017, Snapmint is now India’s leading online zero-cost EMI provider. With over 10 million consumers served across 2,500 cities—and doubling year on year—our growth is a direct outcome of building a world-class online product that people love and rely on.

More about us - read here

Role Overview

We are looking for an experienced Credit Operations professional to lead our Manual Credit Authorization function while driving operational excellence across the credit lifecycle. The role requires balancing portfolio quality, customer experience, and business growth by optimizing underwriting processes, reducing refunds and cancellations, maintaining credit performance, and strengthening grievance management.The ideal candidate should have hands-on experience in a fast-paced fintech or NBFC environment and a proven track record of managing teams, improving operational metrics, and collaborating across functions.

Key Responsibilities

Credit Operations & Manual UnderwritingLead the Manual Credit Authorization team responsible for underwriting exception cases and policy deviations.Ensure adherence to credit policies, regulatory requirements, and internal controls.Monitor approval, decline, and turnaround time metrics to maintain operational efficiency.Identify emerging credit trends and recommend policy refinements.An eye on fraudulent activities and taking immediate action on curing such incidents.

Process Optimization & Operational ExcellenceDrive continuous improvement initiatives across underwriting and credit operations processes.Identify process bottlenecks and implement automation opportunities to improve productivity and scalability.Reduce operational leakage, manual interventions, and turnaround times.Establish and monitor operational KPIs and service-level agreements.

Portfolio Quality & Refund ManagementDrive initiatives to reduce loan cancellations, refunds.Balance business growth objectives with portfolio quality and risk management.Partner with Risk, Product, and Business teams to improve customer onboarding and approval journeys.Ensure reduction in operational losses while maintaining target default and delinquency levels.

Customer Grievance & Escalation ManagementOwn credit-related customer grievances and escalations.Conduct root-cause analysis of complaints and implement corrective actions.Ensure timely resolution of regulatory and customer escalations.Build dashboards and reporting mechanisms to track complaint trends and recurring issues.

System Monitoring & Product CollaborationIdentify system defects, process gaps, and operational issues impacting credit decisions or customer experience.Work closely with Product, Engineering, Risk, and Operations teams to prioritize fixes and enhancements.Provide business requirements and operational feedback for new product launches and process changes.Drive UAT and operational readiness for system releases impacting credit operations.

Team LeadershipManage and develop a team of credit analysts and operations executives.Establish performance management frameworks and coaching mechanisms.Foster a culture of accountability, customer-centricity, and continuous improvement.Build organizational capability to support rapid business growth.

Key MetricsManual underwriting productivity and TATApproval and conversion ratesRefund / cancellation ratePortfolio delinquency and default metricsCustomer grievance resolution TATOperational accuracy and quality scoresTeam productivity and SLA adherence

Qualifications & Experience

5–10+ years of experience in Credit Operations, Underwriting, Risk Operations, or Lending Operations.Prior experience in fintech, digital lending, BNPL, consumer finance, or NBFC environments.Strong understanding of KYC, CKYC, credit bureau data, fraud controls, and lending operations.Proven experience managing operational teams and cross-functional stakeholders.Strong analytical and problem-solving skills with the ability to derive insights from operational data.Comfortable working in a high-growth, fast-paced environment with evolving priorities.

Preferred SkillsProcess improvement and automation mindset.Strong stakeholder management and communication skills.Ability to translate operational issues into scalable product and technology solutions.

Location: Mumbai Vidyavihar

Working Days: 6 days working