Product Operations Manager – Lending Products
About the Role:
We are looking for a hands-on and proactive Product Operations Manager – Lending Products
to take ownership of the day-to-day functioning, operational stability, and continuous
improvement of our lending technology Products, including the Loan Origination System (LOS)
and Loan Management System (LMS).
Both products are developed and maintained by external technology partners. The Product
Operations Manager will act as the key interface between business teams, technology vendors,
and internal stakeholders, ensuring that the Products remain stable, issues are resolved within
agreed SLAs, business requirements are addressed eectively, and operational processes run
smoothly.
This is a highly hands-on role involving production support, incident and issue management,
vendor coordination, UAT, release management, stakeholder management, Product
monitoring, and continuous process improvement.
Key Responsibilities
BAU & Product Operations
Own the day-to-day BAU operations of the LOS, LMS, and related lending technology
Products.
Act as the primary point of contact for business users for product-related issues,
queries, and operational requirements.
Ensure critical business processes are supported eectively across Sales, Credit,
Operations, Collections, and other relevant functions.
Incident & Issue Management
Manage production incidents and application issues from identification through
resolution and closure.
Coordinate with external technology vendors for troubleshooting, root-cause analysis,
fixes, and permanent resolution.
Track incidents, identify recurring problems, and drive preventive measures to reduce
repeat issues.
Vendor & SLA Management
Manage day-to-day relationships with external technology partners supporting the
LOS/LMS Products.
Track vendor performance against agreed SLAs, turnaround times, quality, and support
commitments.
Follow up on open issues, enhancements, defects, and production fixes to ensure
timely closure.
Change, Release & Enhancement Management
Coordinate product changes, enhancements, fixes, and releases with business
stakeholders and technology vendors.
Assess the operational impact of proposed changes and ensure appropriate approvals
are obtained.
Coordinate UAT activities, including preparation of test scenarios, execution of
functional and regression testing, defect tracking, and validation of fixes.
Maintain release calendars, release notes, change records, and implementation
documentation.
Business & Stakeholder Management
Translate business problems into clear requirements and actionable solutions for
technology vendors.
Manage stakeholder expectations and provide regular updates on incidents,
enhancements, releases, and operational issues.
Identify opportunities to simplify processes, improve turnaround times, and enhance
user experience.
Testing & Technical Support
Perform basic investigation of application and integration issues before escalating to
technology vendors.
Use logs, API responses, database information, and other available technical
information to support issue diagnosis.
Basic SQL knowledge will be useful for data validation and troubleshooting.
Operational Governance & Continuous Improvement
Establish and maintain operational processes, SOPs, support procedures, escalation
matrices, and Product documentation.
Prepare regular MIS and management reports covering incidents, SLA performance,
Product issues, releases, and outstanding actions.
Identify recurring operational challenges and drive initiatives to improve Product
stability and efficiency.
What We're Looking For:
2–5 years of experience in BAU Management, Application Support, Product Support,
Business Analysis, Technology Operations, or a similar role.
Experience managing business-critical applications in fintech, NBFC, banking,
financial services, or digital lending.
Good understanding of digital lending processes and Products such as LOS, LMS, loan
servicing, credit, underwriting, disbursement, repayment, and collections systems.
Strong experience in production support, incident management, vendor management,
and SLA tracking.
Experience coordinating with external technology/application vendors.
Strong stakeholder management and communication skills, with the ability to work with
both business and technical teams.
Strong problem-solving and analytical skills with a hands-on approach to issue
resolution.
Ability to manage multiple incidents, priorities, and stakeholders in a fast-paced
environment.
Technical Skills
Good understanding of REST APIs, system integrations, and application workflows.
Hands-on experience with Postman for API execution, testing, and validation.
Experience with functional, regression, integration, and UAT testing.
Basic understanding of application troubleshooting and issue diagnosis.
Working knowledge of JIRA, Excel, and other incident/project tracking tools.
Basic SQL knowledge for data validation and troubleshooting is an advantage.
Exposure to Figma or similar tools is useful but not mandatory.
Preferred Qualifications
Bachelor's degree in Engineering, Computer Science, Information Technology, Finance,
or a related discipline.
Prior experience in NBFCs, banks, fintech companies, digital lending, or lending
technology Products.
Experience managing LOS/LMS vendors and third-party technology Products.
Experience in SLA management, incident management, release management, and
operational governance.
Strong understanding of lending operations and the technology supporting the end-toend
lending lifecycle.
