Senior Manager, Loan Operations

At Koalafi we believe in a world where no one has to put an important purchase on hold. Thats why were making it easier for more people to pay for big purchases over time.

Retailers across the country rely on us to offer flexible lease-to-own financing to their non-prime consumers while increasing sales and strengthening customer loyalty. Their 2M customers love us because we provide a flexible way for them to make payments and give them an opportunity to improve their credit. Our 200 Koalafi teammates enjoy inspiring and challenging work that accelerates their careers.

Interested in learning more about how were transforming the financing experience and joining our team

What Youll Do

Koalafi is launching a new non-prime installment loan product andwerelooking for an experienced OperationsManager to stand up and scale the operational infrastructure that will power it. This role is ideal for a hands-on operational leader who thrives in 01 environments.You will partner closely with the Principal Product Managerandotheroperational leaders who support our other productstodevelop theday-to-day executionprocesses.

Youlllead the development ofour approachservicing operations collections & recoveries back-office processingetc. -ensuring the product is compliant scalable and delivers a high-quality customer experience from day one. Navigating which of our existing functions is extensible to the loan product and which require bespoke and dedicated solutions will be paramount.

This is a high-impact mid-level leadership role for someone who understands consumer lending operations and is excited to buildand ownsomething new from the ground up. This is an opportunity to build something from the ground up. Youwontjust inherit a process youlldesign it.Youllwork alongside strong product and executive leadership to bring a new lending product to market and shape the operational foundation that supports it. If youreexcited by ownership impact and building operational excellence in a regulated fintech environmentwedlove to meet you. In this role you will:

• Stand Up Core Loan Operations:
  • Design and implement operational workflows forfunctions such as customer service delinquency managementand account maintenance- at timesleveragingexisting capabilities and at times build from scratch.
  • Build and document SOPs across all operationalfunctions.
  • Hireonboardtrain and overseestaff to support initial and growing account volume.
  • Establish serviceandmonitorperformancestandards SLAsandQA frameworks.
  • Build and manage internal and/or outsourced customer support teams.
• Collaborate withtheHead ofCollections & Recoveriesto build & launchadelinquency managementstrategy:
  • Design early-stage and late-stagecollectionsstrategies aligned with risk and compliance guidelines.
  • Implement compliant outreach strategies (dialer SMS email mail).
  • Partner with Risk tomonitorroll rates delinquency curves and recovery performance.
  • Manage third-party agencies and recovery vendorswhere applicable.
• Oversee Back-Office & Compliance Operations:
  • Monitor complaint handling and regulatory response processes.
  • Builddocumentand oversee exception account handling(e.g. deceased bankruptcy credit bureau disputes etc.)
  • Prepare operational reporting to support audits compliance reviews and executive oversight.

What Success Looks Like

• A fully operational servicing function is in place ahead of product launch.
• Customer support and collections teams are trained compliant and performing against clear KPIs.
• Early delinquency and recovery strategies are implemented and producing measurable results.
• Operational processes are documented scalable andaudit-ready.
• The installment product delivers a strong compliant customer experience whilemaintainingdisciplined cost-to-serve.

Who This Role Is For

• You are an operational leader with experience in consumer lending fintech or financial services.
• Youvehelped launch or scale servicing functions forinstallmentloans personal loans or similar credit products.
• Yourecomfortablebuilding processes from scratch and bringing structure to ambiguity.
• You understand how customer experience risk management and compliance intersect in lending operations.
• Yourehands-on enough to build the playbook and strategic enough to improve it over time.

About You (Qualifications)

• 58 years of experience in consumer lending operations servicing collections or related functions.
• Experience with installment loans personal loans or other regulated consumer credit products strongly preferred.
• Direct experience managing customer service and/orcollectionsteams (internal or outsourced).
• Familiarity with loan servicing platforms dialers CRM systems and payment processing tools.
• Working knowledge of consumer lending regulatory frameworks (FDCPA UDAAP FCRA state lending regulations).
• Strong analytical skills with experience building and managing operational KPIs.
• Excellent cross-functional collaboration skills and comfort working with Product Risk Legal and Engineering partners.
• Location Requirement: This position requires regular in-person attendance at our office location (Richmond VA). Candidates must already be located within a commutable distance as relocation assistance is not available at this time.

Why choose Koalafi: A career at Koalafi means opportunities to tackle exciting challenges every single day. We take pride in a culture of innovation trust and ownership. Youll get outside your comfort zone build meaningful relationships and most of all take charge of projects that ultimately help people get the things they need most.

Benefits:

At Koalafi you will have a direct impact on our products and help shape the companys success. We offer competitive compensation & benefits packages to keep you at your best:

• Comprehensive medical dental and vision coverage
• 20 PTO days 11 paid holidays
• 401(k) retirement with company matching
• Student Loan & Tuition Reimbursement
• Commuter assistance
• Parental leave (maternal paternal)
• Inclusion and Associate Engagement Programs

Who we are & what we value:

• We focus on whats most important
• We set clear expectations and deliver
• We embrace challenges to reach our full potential
• We ask How can this be better
• We move fast together