FairMoney – Head – India Operations – Customer Support (3-12 yrs)

– FairMoney is recruiting a Head of India Operations with a startup mindset to scale its operations in India- .

We will grow our lending volumes >10 times over the next few months and will become a digital bank in 2021 – it will put a high pressure on operations, you must find solutions to make them scale by designing and implementing better processes.

You will be working directly with the General Manager in India.

– Responsibilities- :

– Analyze the current processes of our operations and identify weaknesses by working hand-in-hand with the General Manager and the Customer Support & Collection Agents

– Design new operations processes to improve how we serve our Customers and when we create new financial products

– Build the right KPIs, monitoring tools, internal workflows… to ensure we deliver company growth objectives and deliver a stellar service to our customers, in collaboration with Business Analysts and Growth analysts

– Monitor business metrics, work with external teams (Risk, Business Analytics) to understand and explain deviations

– Ensure a high standard of quality in the Operations Team, set guidelines for hiring and teams management

– Manage day to day interactions with our lending partners and third parties

– Handle complex Customers issues, manage escalation processes within Teams

– Weekly detailed reporting with operations metrics to the General Manager and Risk & BI teams

Requirements :

– You must- speak English fluently- (2nd and 3rd languages are a strong plus)

– You must have >3 years of experience in Operations-

– You must have strong communication skills-

– You have knowledge of Microsoft Office (Word, Excel), Google Suite-

– You must be thrilled by the vision of FairMoney and hungry make it a success story in India-


– You have experience in the startup environment or in digital financial services

– You have experience in SQL


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