Senior Manager, Loan Operations
About the role
Overview
Koalafi is launching a new non-prime installment loan product, and we’re looking for an experienced Operations Manager to stand up and scale the operational infrastructure that will power it.
This role is ideal for a hands-on operational leader who thrives in 0→1 environments. You will partner closely with the Principal Product Manager and other operational leaders who support our other products to develop the day-to-day execution processes.
You’ll lead the development of our approach servicing operations, collections & recoveries, back-office processing, etc. - ensuring the product is compliant, scalable, and delivers a high-quality customer experience from day one. Navigating which of our existing functions is extensible to the loan product, and which require bespoke and dedicated solutions will be paramount.
This is a high-impact, mid-level leadership role for someone who understands consumer lending operations and is excited to build and own something new from the ground up.
What You'll Do
- Work Across Operations to Stand Up Core Loan Operations:
- Design and implement operational workflows for functions such as customer service, delinquency management, and account maintenance - at times leveraging existing capabilities and at times build from scratch.
- Lead the documentation of SOPs across all operational functions.
- Collaborate with functional leaders to establish service and monitor performance standards, SLAs, and QA frameworks.
- Collaborate with the Head of Collections & Recoveries to build & launch a delinquency management strategy:
- Design early-stage and late-stage collections strategies aligned with risk and compliance guidelines.
- Work with Operational Leaders and external vendors to develop compliant outreach strategies (dialer, SMS, email, mail).
- Partner with Risk to monitor roll rates, delinquency curves, and recovery performance.
- Monitor third-party agencies and recovery vendors, where applicable.