Digital Credit Operations Lead

Role Overview

Digital Credit Operations Lead at Elate. The role owns and coordinates day-to-day digital credit operations across the complete customer and partner lifecycle, ensuring operations are efficient, controlled, customer-centric and aligned with applicable regulatory and internal requirements.

Role Purpose

Own and coordinate day-to-day digital credit operations across the complete customer and partner lifecycle, ensuring operations are efficient, controlled, customer-centric and aligned with applicable regulatory and internal requirements.

Key Responsibilities

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 and allocation of cases.
• Coordinate with collections partners.
• 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.
• Escalate 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.
• Personally drive resolution of launch-stage issues.

General

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

Qualifications & Experience

• Bachelor's degree in Business Administration, Finance, Banking, Operations Management, Accounting or a related field.
• Minimum 3–5 years in Digital Lending, BNPL, consumer finance or regulated financial-services operations.
• Strong working knowledge of consumer-lending, payment, settlement, reconciliation and customer-servicing operations.
• Lean Six Sigma, ITIL, PMP, PRINCE2 or equivalent certification is desirable.
• A banking, credit, collections or financial-services operations qualification is desirable.