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