Manager _ Loan Operations _ NACH

Manager Operations | Repayment Maintenance

Function / Department: Operations – Repayment Maintenance
Reporting To: VP – Operations
Experience: 5+ Years
Education: Education: Any UG

Location: Chennai

Job Purpose

Manage the end-to-end NACH/eNACH mandate lifecycle, ensuring accurate and timely mandate processing, compliance with NPCI guidelines, and seamless execution of auto-debit transactions. The role will be responsible for operational controls, reconciliation, MIS reporting, stakeholder coordination, issue resolution, and continuous process improvement.

Key Responsibilities

• Manage the complete lifecycle of NACH/eNACH mandates, including registration, validation, modification, cancellation, and status tracking.
• Ensure timely and accurate processing of auto-debit transactions in accordance with applicable NPCI and banking guidelines.
• Monitor mandate registration and transaction success/failure rates and drive corrective actions for exceptions.
• Manage daily operational activities related to repayment maintenance and mandate processing.
• Perform regular reconciliation of mandate and repayment data with bank/payment system records.
• Identify and resolve transaction failures, mandate rejects, returns, exceptions, and operational discrepancies.
• Prepare and circulate daily, weekly, and monthly MIS reports covering mandates, transactions, exceptions, reconciliation, and operational performance.
• Coordinate with banks, NPCI/payment partners, technology teams, collections, finance, and internal stakeholders for issue resolution and smooth transaction processing.
• Ensure adherence to defined SOPs, internal controls, audit requirements, and regulatory guidelines.
• Maintain accurate operational records and documentation for audit and compliance purposes.
• Monitor operational TATs and ensure timely closure of pending cases and exceptions.
• Identify process gaps and implement automation, controls, and process improvements to improve operational efficiency and reduce errors.
• Support implementation of new processes, systems, payment methods, and operational initiatives.
• Provide operational insights and recommendations to senior management based on MIS and process performance.

Key Performance Indicators (KPIs)

1. Operational Excellence

• NACH/eNACH mandate processing accuracy and TAT.
• Percentage of mandates processed within defined SLA.
• Reduction in operational errors, exceptions, and pending cases.
• Effective management of mandate lifecycle and repayment maintenance activities.

2. Transaction & Mandate Performance

• NACH mandate registration success rate.
• Auto-debit transaction success rate.
• Reduction in mandate rejects, returns, and transaction failures.
• Timely resolution of failed transactions and mandate-related exceptions.

3. Reconciliation & Controls

• Timely completion of daily/monthly reconciliation.
• Accuracy of repayment and mandate reconciliation.
• Reduction in unreconciled items and aged exceptions.
• Effective implementation of operational controls.

4. Compliance & Risk Management

• Adherence to NPCI guidelines, banking/payment processes, and internal policies.
• Zero/minimal compliance deviations and audit observations.
• Timely closure of audit and compliance-related action items.
• Maintenance of complete and accurate operational documentation.

5. MIS & Reporting

• Timely and accurate submission of daily, weekly, and monthly MIS.
• Quality and completeness of operational dashboards and reports.
• Effective tracking and reporting of KPIs, exceptions, and trends.
• Data accuracy and integrity across operational reports.

6. Stakeholder Management

• Effective coordination with banks, payment partners, technology, finance, collections, and internal teams.
• Timely resolution of operational issues and escalations.
• Achievement of defined stakeholder SLAs and TATs.
• Strong communication and collaboration across functions.

7. Process Improvement & Automation

• Identification and implementation of process improvement initiatives.
• Reduction in manual intervention and operational turnaround time.
• Improvement in transaction success rates and operational productivity.
• Implementation of automation and enhanced process controls.

8. Team & People Management

• Effective allocation and monitoring of team responsibilities.
• Achievement of team-level operational SLAs and productivity targets.
• Coaching and development of team members.
• Building a culture of accuracy, accountability, compliance, and continuous improvement.

Required Skills

• Strong knowledge of NACH, eNACH, mandate management, auto-debit, repayment processing, and payment operations.
• Good understanding of NPCI processes and guidelines.
• Experience in reconciliation, MIS, exception management, and operational controls.
• Strong analytical and problem-solving skills.
• Excellent stakeholder management and communication skills.
• Good working knowledge of MS Excel, including data analysis and reporting.
• Ability to work with banking/payment platforms and operational systems.
• Strong attention to detail with a high focus on accuracy and compliance.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.

Education & Experience

• 5+ years of relevant experience in banking operations, NBFC/fintech operations, payment operations, repayment maintenance, NACH/eNACH, or mandate management.
• Bachelor’s degree in Commerce, Finance, Business Administration, or a related discipline.
• MBA/PGDM in Finance or Operations will be an added advantage.
• Candidates with hands-on experience in NACH/eNACH, NPCI processes, mandate management, repayment operations, reconciliation, and payment systems will be preferred.

Other Factors Relevant to the Job

Ability to work effectively in a fast-paced and deadline-driven environment while maintaining a high level of accuracy, compliance, and operational discipline. Strong collaboration, stakeholder management, ownership, and problem-solving skills are essential. The candidate should be flexible to support critical operational requirements and proactively drive continuous process improvements.