Are you passionate about solving roadblocks & challenges faced by MSMEs in India?

MSMEs contribute significantly to India’s total GDP. 90% of India’s ~$1 Trillion Retail Market is controlled by MSMEs. Which means ~$900B worth of commerce flows through these ~60M MSMEs in the form of shops/kiosks/homes, scattered all over the country. We at Khatabook, have built a product that saves time of MSMEs by managing their credit, and creating transparency in cash flow, henceforth increasing trust with their consumers and that paved the path for us to become India’s fastest-growing fintech company.

Why work with us

People are our biggest asset! At Khatabook, every one of us is a dynamic superstar. We have carefully bred an ecosystem which hires nothing but incredibly and exceptionally talented people who can dream, collaborate, experiment, and break new ground. We’re a strong team that looks out for each other.

Your role:

The role will sit at the intersection of Business, Operations, Product, Technology, Risk and other cross-functional teams. The Program Manager will be responsible for ensuring that the digital verification funnel operates efficiently, key business metrics are delivered consistently, and process/product improvements are continuously identified and implemented. This is a high-ownership execution role requiring strong analytical thinking, cross-functional stakeholder management and the ability to drive initiatives from problem identification through implementation and scale.

Key Responsibilities

Program Management & Business Ownership

Own the overall program for the Digital Verification journey for MSME Term Loans.
Monitor end-to-end funnel performance and ensure achievement of key business and operational metrics.
Identify bottlenecks across the verification journey and drive corrective actions with relevant stakeholders.
Build mechanisms for regular tracking, review and ownership of key efficiency funnels.

Operations Management & Daily Cadence

Work closely with the Operations team to establish and drive a robust daily operating cadence.
Track daily volumes, productivity, conversion, turnaround time and other critical operational metrics.
Facilitate daily/weekly reviews to identify gaps against targets and drive timely interventions.
Ensure clear ownership and closure of action items across teams.

Process Improvements

Identify opportunities to simplify processes, improve verification quality, reduce TAT and improve funnel conversion.
Drive process redesign and continuous improvement initiatives based on data and operational insights.
Develop and implement SOPs, operating mechanisms and performance dashboards wherever required.

Product & Technology Collaboration

Partner closely with Product, Technology and Risk teams to identify product/process gaps and define enhancement requirements.
Translate operational challenges into actionable product requirements and drive initiatives through implementation.
Track impact of product enhancements and ensure adoption and measurable improvement in business metrics.

Pilots & Experiments

Identify and execute pilots and experiments to improve digital verification productivity, quality, conversion and customer experience.
Define pilot objectives, success metrics and implementation plans.
Analyse outcomes and recommend scaling, modification or discontinuation based on results.

Cross-functional Coordination

Act as the central point of coordination across Business, Operations, Product, Technology, Risk, Analytics and other stakeholders.
Drive alignment on priorities, timelines, dependencies and deliverables.
Proactively flag risks and ensure timely resolution of cross-functional issues.

Analytics & Performance Management

Use data and business insights to identify trends, root causes and improvement opportunities.
Maintain regular reporting on key funnel metrics and program health.
Present insights and recommendations to senior leadership and drive actions to closure.

Key Success Metrics

The role will be measured through outcomes across:

Digital Verification productivity and efficiency
First-Time-Right verification performance
Verification TAT
Verification-to-underwriting / downstream conversion
Cancellation / rejection rates
Overall disbursal contribution and conversion
Successful implementation and impact of process improvements
Impact of product enhancements and pilots
Adherence to daily operating cadence and target achievement

What are we looking for:

4-6 years of experience in startups, digital lending, fintech, consumer internet or high-growth businesses.
Prior experience in Program Management, Business Operations, Strategy & Operations or Lending Operations.
Strong understanding of digital lending funnels and operational processes is preferred.
Ability to work effectively in a high-ambiguity, fast-paced environment with strong ownership.
Strong analytical and problem-solving skills with a data-driven approach to decision making.
Excellent cross-functional stakeholder management and communication skills.
Ability to independently drive projects from problem identification → solution design → execution → measurement → scale.
Strong attention to detail and ability to manage multiple priorities simultaneously.
Advanced proficiency in Excel/Google Sheets; familiarity with dashboards, SQL or data analysis tools would be an advantage.

Ideal Candidate

The ideal candidate is someone who can zoom into operational details while maintaining a 360° view of the business. They should be comfortable working with frontline operations teams as well as Product, Technology and senior leadership, and should be able to convert data and operational problems into scalable solutions.

Khatabook Values

Ownership - Take end-to-end accountability for outcomes.
User Centricity - Build solutions that improve the merchant and customer experience.
Collaboration - Work seamlessly across functions to achieve business goals.
Effective Communication - Drive clarity, alignment and timely execution.
Problem Solving - Solve root causes, not just symptoms.
Always Be Shipping - Move quickly from ideas to execution and measurable outcomes.
People Management - Build strong relationships, influence teams and enable effective execution.

Program Manager - Central Business Operations

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