AVP Credit Operations

Title:AVP — Operations & Credit Operations (Flashaid Smart Fee)Location:Mumbai — Remote + periodic travel to partner institutes (field-first mindset)Goal:Own Flashaid's operational excellence: onboarding → collections → credit assessment → customer success → partner SLAs. Build processes, reduce cost-to-serve, and increase institute & lender NPS.Operations & ProcessDesign, document and own end-to-end operations for institute onboarding, student onboarding, mandate & payment flow, and fee collection.Build SOPs, SLAs, and runbooks for every operational touchpoint; ensure >99% adherence.Implement automation and tooling (no-code + internal workflows) to reduce manual touchpoints and improve TAT.Run daily operations desk: exceptions, escalations, refunds, reconciliations, payment failures, and settlements.Credit & Risk OperationsOwn credit screening workflow and the operational lifecycle of underwriting (data capture, document verification, scorecard integration, handoff to lending partners).Develop & iterate the "Flashaid Score 0.1/0.2" operational playbook: what fields are required, verification standards, and evidence collection.Manage collections operations: reminders, auto-debit onboarding, failed mandate remediation, and early-warning triggers.Liaise with lending partners/NBFCs: deliver batch files/APIs in required formats, provide audit trails, and implement lender feedback loops.Customer Success & PartnershipsAct as the primary operational SPOC for institutes (LCG & SME), ensuring SLAs, onboarding velocity, and churn prevention.Build and run a customer success function: onboarding playbooks, training, weekly/monthly business reviews and churn mitigation.Drive institute adoption of premium packs (collections, verified student tokens, placement verification).Operate as the escalation owner for students — refunds, disputes, grievance resolution — ensuring high NPS.Data, Metrics & Continuous ImprovementDefine and report core KPIs: institute onboarding TAT, student onboarding TAT, collection success rate, mandate success %, D0-D30 delinquency proxy, ARPU per institute, churn, NPS.Run root-cause analysis on missed SLAs, failed collections, and credit misses; prioritize mitigation roadmaps.Work with Product & Eng to convert operational pain-points into product features (APIs, dashboards, automation).People & Vendor ManagementHire, mentor and lead a lean ops team (onboarding, field ops, collections, CS).Manage third-party vendors: payment gateways, servicers, KYC/AML vendors, background-verification partners, and couriers. Negotiate SLAs and SOWs.Required experience & skills6–10 years in operations/credit/collections/customer success in a fast-moving startup or unicorn (preferably edtech, fintech, payments, or NBFC operations).Deep experience with loan origination workflows, KYC/verification, or student financing programs OR scaling operations for high-touch B2B2C products.Strong track record in building SOPs, running field teams, and owning SLAs end-to-end.Hands-on with payments (UPI, auto-debit mandates, netbanking), reconciliations and integrations with PSPs.Comfortable with basic data analysis (SQL or spreadsheets), designing dashboards, and using product/CRM tools (Zendesk/Intercom, HubSpot, Airtable, Zapier, or equivalent).Experience managing third-party vendors and negotiating SOWs.Excellent stakeholder management: can present to CXOs, lenders, and partner institutes confidently.Nice-to-haveBackground working with NBFCs, banks, or loan-servicing platforms (Nortridge/LendKey-like) OR prior role in collections/servicing.Experience building or operating underwriting or credit-scoring products.Familiarity with regulatory/compliance around digital lending in India.Prior field / on-ground operations experience in Tier-2/3 cities (understands vernacular challenges).Behavioral traits (we hire these)Founder's mindset: bias for action, resourceful, and accountable.Customer-first: empathy for students and institute admins; relentless on SLAs.Data-driven: measures, experiments, and iterates quickly.Calm under pressure: handles escalations with clarity.Systems thinker: loves to design processes and automate bad repeatable human work.