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