EMI Ops - Deputy Manager - Enterprise Mid-Market - Noida

Role Summary:
Responsible for managing and resolving EMI-related customer escalations while ensuring smooth
operations of billing, collections triggers, and reconciliations. The role focuses on improving customer
experience, identifying root causes, and driving process efficiency.

Key Responsibilities:
 Handle complex EMI escalations (billing errors, mandate failures, refunds) within defined TAT
 Monitor daily EMI operations and ensure accuracy in transactions
 Identify process gaps and implement corrective actions
 Collaborate with internal teams (Product, Tech, Collections) and external partners
 Track escalation trends and prepare MIS reports
 Ensure compliance with regulatory and internal policies

Requirements:
 3–6 years of experience in EMI operations & Process Excellence
 Strong analytical and problem-solving skills
 Good understanding of loan lifecycle and payment systems (NACH/eNACH)
 Effective communication and stakeholder management

Success Metrics:
 Reduction in escalation volume
 Improved resolution TAT and customer satisfaction
 Fewer repeat issues through process improvement

Qualifications & Skills
 Bachelor’s degree
 3–6 years of experience in lending operations, EMI management, or customer escalations
 Strong understanding of EMI lifecycle, EMI calculations and payment systems
 Excellent analytical and problem-solving skills
 Effective communication and stakeholder management abilities
 Proficiency in MS Excel and data analysis tools