Operations Team Lead - India

Operations Team Lead

Branch is a leading AI-based lending fintech with 50M+ downloads across India and Africa. We use alternative data to reach millions of people that are largely excluded from the financial sector. Headquartered in Silicon Valley with operations in India, Nigeria and Kenya, Branch is a for-profit, socially conscious company built for scale and impact. Our mission-driven team—founded and led by the former CEO of Kiva.org—now spans 400+ employees globally. We're backed by investors such as Andreessen Horowitz, Visa, and the IFC.

The Operations Team Lead role will be responsible for managing the day to day payment operations, credit operations, customer service and other operations of our office in India. This role reports to the Head, India Operations.

Responsibilities:

• Manage a quickly growing team to provide a world-class, operations team to delight our rapidly expanding customer base in India
• Support hiring and team onboarding processes for new hires
• Ensure various sub-teams set and hit aggressive productivity and quality goals
• Manage team scheduling and capacity planning
• Lead various initiatives with product and other global teams to improve process automation and the Branch customer experience
• Serve as first point of escalation for system issues; support product and engineering teams in issue diagnosis and reporting
• Maintain team documentation and collaborate with other division leads on continuous improvement of team processes
• Collaborate cross functionally on various initiatives for admin, marketing, finance, and collections

Requirements:

• 3-6 years' of experience managing and scaling a large, successful operations for a startup, bank, telco or IT company a plus
• Highly passionate about customers
• Highly entrepreneurial and comfortable with ambiguity and taking initiative
• Excellent collaborator and team player
• Deep understanding of successful process implementation and improvement
• Extremely analytical with expert Excel skills; SQL skills a big plus
• Ability to effectively communicate with people at all levels in verbal and written communication
• Able to build relationships with their team members and develop them through expectation setting and coaching

Benefits of Joining:

• Mission-driven, fast-paced and entrepreneurial environment
• Competitive salary and equity package
• A collaborative and flat company culture
• Hybrid work environment
• Fully-paid Group Medical Insurance and Personal Accidental Insurance
• Unlimited paid time off including personal leave, bereavement leave, sick leave
• Fully paid parental leave - 6 months maternity leave and 3 months paternity leave
• Monthly WFH stipend alongside a one time home office set-up budget
• $500 Annual professional development budget
• Discretionary trips to our offices across the globe, with global travel medical insurance
• Team meals and social events- Virtual and In-person

Branch International is an Equal Opportunity Employer. The company does not and will not discriminate in employment on any basis prohibited by applicable law. We're looking for more than just qualifications - so if you're unsure that you meet the criteria, please do not hesitate to apply!