Senior Manager - Operations

Senior Manager - Operations Job Description

Senior Manager - Operations

Salary: 8000~10000 (RM)

Job ID: 23938

Industry: Banking and Financial Service

Job Description

Senior Manager - Operations is responsible for overseeing and optimizing loan processing, customer service, risk management, collections, and operational efficiency. This role ensures smooth end-to-end lending operations, compliance with financial regulations, and continuous process improvements to enhance customer experience and business growth.

A. Loan Processing:

1. Oversee the entire loan lifecycle, from application to disbursement and repayment.
2. Ensure proper documentation, verification, and compliance checks for SME loan applications.
3. Streamline loan approval workflows to reduce turnaround time and improve efficiency.
4. Implement automation and technology solutions to enhance operational processes.
5. Implement technology-driven solutions for automated credit scoring and loan approvals.
6. Collaborate with the Marketing team to receive qualitative applications.
7. Enhance the existing credit scoring model, cash flow analysis, and psychometric testing to be more secure and accurate.
8. Involve in discussions to implement AI in the existing assessment & credit analysis process to bring the company to the next level.
9. Lead and mentor operations teams, ensuring high performance and engagement.
10. Develop training programs to upskill employees and improve productivity.

B. Compliance & Regulations:

1. Ensure all lending operations comply with regulatory requirements and internal policies.
2. Monitor fraud detection, credit risk assessment, and loan underwriting processes.
3. Keep updated on regulatory changes affecting SME financing and adapt operations accordingly.
4. Implement automation tools for follow-ups and customer engagement.

C. Customer Engagement:

1. Optimize communication channels for seamless borrower interactions.
2. Address customer concerns related to loan applications, repayment terms, and documentation.
3. Develop strategies to enhance customer satisfaction and retention.
4. Manage the customer support and collections teams to ensure high service standards.

D. Collections:

1. Oversee the end-to-end collections process, from early-stage delinquencies to legal recoveries.
2. Develop and implement targeted collection strategies for SME borrowers based on risk segmentation.
3. Implement structured reminder systems (calls, emails, SMS) to encourage timely payments.
4. Provide financial counseling and restructuring options where feasible to support business continuity for SME borrowers.
5. Prioritize high-risk accounts and implement proactive engagement strategies to prevent defaults.
6. Work with legal teams to initiate enforcement actions when necessary.

E. Product Development:

1. Develop new lending products based on research and market trends.
2. Conduct market research to understand customer needs and competition.
3. Define pricing, terms, and features of lending products.

F. Reporting:

1. Track KPIs related to loan processing, default rates, and operational efficiency.
2. Generate reports for senior management & investors to support data-driven decision-making.
3. Use data analytics to optimize operations, identify bottlenecks, and improve decision-making.

Requirements:

1. Bachelor’s or Master’s degree in Business, Finance, Operations, or a related field.
2. 8+ years of experience in operations, with at least 3 years in a leadership role focused on SME loans and at least 2 years in an SME loan recovery role.
3. Strong knowledge of SME financing, loan underwriting, and risk management.
4. Knowledge of financial regulations, debt recovery laws, and SME lending policies.
5. Experience with lending software, credit scoring models, and process automation tools.
6. Ability to analyze financial statements of SMEs to assess creditworthiness.
7. Ability to drive operational excellence in a fast-paced financial environment.
8. Excellent leadership, communication, and problem-solving skills.
9. Strong understanding of regulatory compliance related to SME lending.