Process Manager

About the Role:

You will own Orenda's policies, SOPs, and process manuals across Operations, Sales, Credit, and Product, and make sure every department actually follows them. Today, much of how our best people work lives only in their heads. You will turn that into clear, versioned documents, train teams on them, and keep them current as lenders and regulations change. You will also act as the business voice for our tech team: bringing the rules, lender context, and priorities they need, and taking each feature rollout through testing, training, and go-live. This is not a documentation-only role. We are looking for an owner who can push back on department heads when a process is broken, and who is not satisfied with a document nobody reads. You will start as an individual contributor, with the opportunity to build a small team as the scope grows.

What You Will Do:

1. Operations Policies and Lender SOPs

• Document end-to-end login processes for each bank and NBFC partner, covering document checklists, portal steps, eligibility gates, turnaround times, and escalation paths.
• Maintain a lender-wise SOP library and update it within days of any lender policy or portal change.
• Define handoffs between Sales, Ops, and Credit so every file has a clear owner at every stage.

2. Sales Incentive Policy and Training Processes

• Draft and maintain sales incentive and channel-partner payout policies, with worked examples and edge cases.
• Convert policies into training material and assessments with the Training/HR team, and keep the induction program current.
• Run policy walk throughs whenever something changes, and track acknowledgement from every team member.

3. Credit Policy and Software Parameters

• Translate each lender's credit norms (FOIR, ABB, vintage, bureau score, ticket size, negative profiles) into structured rules.
• Define how these parameters are entered and maintained in Orenda's software, and own the rule master.
• Audit samples of live files to check that system output matches the written policy.

4. Business Owner for Tech and Feature Rollouts

• Coordinate with the tech manager on feature rollouts, bringing the business inputs, rules, and lender and process context they need to draft specifications.
• Gather and consolidate requests from Ops, Sales, and Credit, and help set and manage priorities with the tech manager and the MD.
• Answer business-side questions during development so tech is never blocked waiting on departments
• Run user-acceptance testing with the end teams, and own go-live readiness: training, updated SOPs, and communication
• Collect post-launch feedback and issues from users and route them back to tech with clear priority.

5. Governance Across Departments

• Own the company-wide SOP registry (the Orenda Playbook), including templates, version control, approvals, and review dates.
• Draft new department policies on request, such as HR, admin, and finance processes, using the same standard.
• Run periodic compliance checks and report gaps to department heads and the MD.
• Flag where processes need updating for regulatory changes, such as RBI digital lending rules, in coordination with advisors.

Must-Have Skills

1. Lending Knowledge

• 58years in retail or MSME lending at a bank, NBFC, fintech, or large DSA, in operations, credit, process excellence, or business analysis.
• Hands-on knowledge of loan login, documentation, and credit norms across multiple lenders.
• Ability to explain core lending concepts such as FOIR and ABB in plain words to a new sales hire.

2. SOPs, Policy, and Process

• Proven record of writing SOPs, policy documents, or process manuals that teams actually used.
• Advanced Excel and experience with process-mapping tools such as Visio, draw.io, Lucid, or similar.

3. Working with Tech

• Experience working with tech teams on system or feature rollouts, including explaining business rules, prioritising requests, and testing releases.

4. Communication

• Strong written English, with the ability to write simply and clearly.
• Comfortable explaining processes in Gujarati or Hindi to field teams.

Good to Have

• Graduate in commerce or finance; MBA, CA Inter, or a process certification such as Lean or Six Sigma Green Belt is a plus.
• Experience with a loan origination system or CRM rollout.
• Familiarity with RBI digital lending and DSA guidelines.

Who You Are

• Obsessive about detail and consistency, but writes simply.
• Willing to push back onsenior people, with facts, when a process is broken.
• Follows through on adoption rather than stopping at the document.

Why Join Us?

• Own the company's rulebook at an early stage, shaping how a growing lender-channel business runs rather than inheriting an established system.
• Direct access to the Founder & MD, with short decision cycles and real authority to change broken processes.
• Work at the intersection of lending, operations, and product, with a front-row seat to how our lending-tech platform is built.
• The opportunity to grow from an individual contributor into a team lead as the function scales.