Varthana
Website:
varthana.com
Job details:
Company Description
Varthana is dedicated to improving access to quality education for low-income and emerging middle-class families in India by providing financial support to affordable private schools. Collaborating with education entrepreneurs who are passionate about enhancing educational opportunities in underserved communities, Varthana helps them improve school quality or expand capacity. These partners often have firsthand experience as educators and are committed to their mission of providing robust alternatives to government-run schools. The organization is focused on supporting sustainable growth while having a meaningful impact on education accessibility across India.
Role Description
The Senior Manager / AVP – Sales Operations is a pivotal leadership role responsible for end-to-end management of sales operations within the EdTech lending ecosystem. The incumbent will oversee partner onboarding, loan processing (login to disbursement), collections, invoice management, and technology coordination while driving revenue growth, ensuring process compliance, and leading a multi-functional operations team. The role demands strong communication skills, operational discipline, and the ability to thrive in a dynamic, multi-shift environment.
Key Responsibilites
1. Partner Onboarding & Relationship Management
• Manage the end-to-end onboarding process for EdTech institutional partners.
• Establish and maintain strong working relationships with partner institutions to ensure seamless business operations.
• Act as the primary point of contact for partner escalations and operational queries.
2. Login & Case Processing Management
• Oversee the loan login process and ensure all applications are logged within defined Turnaround Times (TAT).
• Coordinate proactively with partners and customers to ensure timely and accurate submission of loan applications.
• Monitor login pipelines and drive approval/sanction of cases within stipulated TATs.
• Identify and resolve bottlenecks in the login-to-sanction journey.
3. Disbursement Management
• Drive a seamless disbursement process to ensure loans are disbursed promptly post-sanction.
• Liaise with internal teams to eliminate delays and ensure disbursement SLAs are consistently met.
• Track and report disbursement metrics on a regular basis.
4. Customer Experience & Quality Management
• Ensure the team maintains high-quality standards in all customer interactions to foster strong customer relationships.
• Monitor customer journeys across touchpoints and implement measures to prevent customer drop-outs during the loan process.
• Drive customer satisfaction scores and address feedback proactively.
5. Collections Management
• Lead and manage the collections team to ensure timely follow-up with customers for payment recovery as per Standard Operating Procedures (SOPs).
• Design and implement effective collection strategies to optimize recovery rates.
• Monitor collection performance metrics (DPD, recovery rates, NPA) and take corrective action as required.
6. Team Management & Operations Support
• Provide day-to-day operational guidance and resolution support to the team.
• Manage rostering, shift planning, and resource allocation to ensure adequate coverage across operational hours.
• Coach, mentor, and performance-manage team members to build operational excellence.
7. Invoice & Agreement Management
• Handle and reconcile invoices across all partner institutions and Regulated Entities (REs) accurately and within timelines.
• Coordinate with REs to review, validate, and process agreements as and when required.
• Ensure compliance with commercial terms outlined in partner agreements.
8. Technology & System Coordination
• Act as the operational point of contact for all technology-related requirements.
• Coordinate with the tech team on system changes, issue resolution, and new development requirements.
• Develop a thorough understanding of the Loan Origination System (LOS) from the Lending Service Provider (LSP) perspective to drive efficiency and resolve system-level issues.
9. Revenue & Business Growth
• Drive revenue targets through effective management of the business pipeline and collection outcomes.
• Identify opportunities for process improvements that directly contribute to business growth.
• Collaborate with sales and business teams to align operations with revenue objectives.
Key Requirements
Educational Qualification
• Bachelor's degree in Business Administration, Finance, or a related field (MBA preferred).
Experience
• 8+ years of progressive experience in Sales Operations, Loan Operations, or Financial Services.
• 5+ years of Team Management experience.
• Prior experience in EdTech lending, NBFC, or fintech operations is highly desirable.
• Proven track record of managing operations teams and driving process efficiency.
Technical Skills
• Sound understanding of Loan Origination Systems (LOS) and loan lifecycle management.
• Proficiency in MIS reporting, Excel, and operations dashboards.
• Familiarity with collections processes, DPD management, and recovery frameworks.
Functional Competencies
• Strong expertise in TAT management, process adherence, and SOP compliance.
• Ability to manage invoice processing and partner agreement coordination and Experience in tech-team coordination for system-level enhancements and issue resolution.
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