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Esusu Financial is a fintech platform revolutionizing financial health and inclusive credit access. The company has facilitated $50 billion in credit activity and serves 5 million+ rental units through partnerships with real estate companies, government entities, fintechs, banks, and employers.
The Loan Operations Manager leads the Loan Operations team and oversees the execution, quality, and continuous improvement of loan operations across multiple products and workflows. This role manages day-to-day operations, team performance, queue health, SLA adherence, quality standards, and operational risk mitigation.
Key Responsibilities:
1. Team Leadership & Daily Operations: Lead the Loan Operations team including Loan Specialists, Loan Underwriters, and Team Leads. Set daily and weekly priorities across queues based on volume, complexity, risk, and SLAs. Monitor backlog, aging cases, bottlenecks, and turnaround times. Run team operating rhythms (huddles, queue reviews, escalation reviews, performance check-ins) tied to measurable outcomes. Ensure strong cross-coverage and continuity planning.
2. Operational Ownership: Own operational execution across loan and payment-related products and workflows. Ensure readiness across the full loan lifecycle: onboarding support, verification, underwriting support, disbursement operations, repayment servicing, returns, disputes, and exceptions. Maintain understanding of product rules, policy requirements, systems behavior, and operational edge cases. Serve as senior operational decision-maker for complex workflow questions and exceptions.
3. Escalations, Risk, and Issue Resolution: Serve as first-line escalation point for operational issues. Oversee investigations into disbursement issues, repayment problems, bank verification failures, disputes, and system/process breakdowns. Identify root causes, execute fixes, and translate learnings into SOP, training, or tooling improvements.
4. People Management, Coaching, and Team Development: Directly manage team members and people leads, building a high-accountability and high-support environment. Coach managers, leads, and individual contributors on judgment, execution, prioritization, and operational rigor. Support hiring, onboarding, performance management, career development, and succession planning. Maintain team engagement and resilience.
5. SOPs, Controls, and Operational Quality: Follow and maintain existing SOPs, internal playbooks, and trackers. Partner with Team Leads and SMEs to roll out process changes. Ensure quality checks across critical workflows. Maintain strong control environment with high bar for data integrity, approval discipline, and audit readiness.
6. Metrics, Capacity, and Continuous Improvement: Own key Loan Operations metrics (team KPIs, backlog health, error rates, disbursement accuracy, exception trends, productivity) and portfolio health metrics (repayment rates, early-stage delinquency, account rehabilitations). Partner with Reporting Analysts to turn data into operational insights and improvement plans. Evaluate workflows to identify manual toil, system gaps, and handoff inefficiencies. Establish roadmap for process optimization and automation using Snowflake, PowerBI, and AI tools.
7. Cross-Functional Leadership: Represent Loan Operations in cross-functional discussions with Customer Service, Product, Engineering, Finance, Revenue, Risk, and leadership. Translate product or policy changes into operational requirements, launch plans, training needs, and risk considerations. Ensure clear ownership boundaries and effective coordination between front-office and back-office teams.
Requirements:
- 5+ years of experience in loan operations, underwriting operations, servicing, fintech operations, or related financial operations
- 5+ years of people management experience, ideally leading multi-layered or mixed-skill operational teams in a remote working environment
- Strong command of loan lifecycle operations, including several of: verification, underwriting support, disbursements, repayments, servicing, disputes, exceptions, and operational QA
- Hands-on experience and proficiency with Loan Origination Software (LOS), Loan Management Systems (LMS), or similar core servicing and payment platforms
- Demonstrated experience leading high-volume, detail-sensitive workflows with clear service-level expectations
- Proven ability to manage escalations and reconstruct complex issues across multiple systems of record
- Experience building, improving, or scaling SOP-driven operations in a changing environment
- Strong analytical and operational judgment; able to balance speed, quality, customer impact, and risk
- Excellent written and verbal English communication skills
- Strong people leadership skills, including coaching, performance management, and change leadership
Preferred Qualifications:
- Experience with TurnKey Lender (TKL), Repay, Jira, Zendesk, or similar systems
- Experience leading teams through organizational redesign, workflow transitions, or front-office/back-office operating model changes
- Exposure to operational reporting, forecasting, and workforce or capacity planning
- Experience in a fintech, lending, payments, or high-growth operations environment
