Loan Operations Manager

Esusu: Building Credit Access for All

Your financial future shouldn't depend on your race, background, or zip code. Yet 45 million Americans remain "credit invisible," while countless others face denials, evictions, and predatory interest rates regularly. Esusu is changing that.

As a financial technology and data platform, we're revolutionizing financial health, identity services, and inclusive decision-making for individuals and businesses alike.

Our impact speaks volumes:

• $50 billion in credit activity facilitated
• 5 million+ rental units in our network
• Trusted partnerships with leading real estate companies, government entities, fintechs, banks, and employers

Through our enterprise services, embedded products, and consumer offerings, we're creating a financial system that works for everyone—right when fintech innovation matters most. Join us in building a future where financial systems are inclusive by design, access is standard, and opportunity reaches everyone. Unlock Tomorrow with Esusu.

The challenge

The Loan Operations Manager directly leads the people and systems that power Loan Operations. They manage the day-to-day execution, quality, and continuous improvement of Esusu’s Loan Operations function across multiple loan products and operational workflows. They are responsible for team performance, queue health, SLA adherence, quality standards, operational risk mitigation, and the evolution of workflows as Esusu’s products and customer needs continue to change.

This role sits within Loan Operations and is accountable for ensuring the team delivers accurate, timely, and scalable execution across origination support, underwriting operations, disbursements, servicing, disputes, reporting coordination, and cross-functional operational initiatives.

What you will help us deliver

Our work is non-traditional. As the Loan Operations Manager, you will oversee the Loan Operations team and our evolving payment services portfolio with a focus on strategic development, process optimization, and team leadership. You are collaborative and lead with empathy, while remaining focused on accountability and outcomes. You will inherit a highly dedicated team, respecting the nurturing culture we have built while strategically identifying areas to modernize, automate, and scale our workflows.

1. Team Leadership & Daily Operations

• Lead the Loan Operations team across Loan Specialists, Loan Underwriters, Team Leads, and associated operational support functions.
• Set daily and weekly priorities across queues, ensuring work is staffed and sequenced appropriately based on volume, complexity, risk, and SLAs.
• Monitor backlog, aging cases, bottlenecks, turnaround times, and coverage risks; intervene quickly when delivery is off track.
• Run team operating rhythms (huddles, queue reviews, escalation reviews, and performance check-ins) that tie directly to measurable outcomes.
• Ensure strong cross-coverage and continuity planning across the team that keep quality and SLA performance stable through absences, turnover, and/or spikes in volume.

2. Operational Ownership Across Loan Products

• Own operational execution across Esusu’s loan and payment-related products and workflows.
• Ensure operational readiness across the full loan lifecycle, including onboarding support, verification, underwriting support, disbursement operations, repayment servicing, returns, disputes, and exceptions.
• Maintain a strong understanding of product rules, policy requirements, systems behavior, and operational edge cases.
• Serve as the senior operational decision-maker for complex workflow questions and exceptions.

3. Escalations, Risk, and Issue Resolution

• Serve as first-line escalation point for operational issues; escalate complex, high-risk, or cross-system issues to the functional head with clear analysis and recommendations.
• Oversee investigations into disbursement issues, repayment problems, bank verification failures, disputes, and system/process breakdowns.
• Ensure root causes are identified, fixes are executed correctly, and learnings are translated into SOP, training, or tooling improvements.

4. People Management, Coaching, and Team Development

• Directly manage team members and people leads within Loan Operations, building a high-accountability and high-support environment.
• Coach managers, leads, and individual contributors on judgment, execution, prioritization, and operational rigor.
• Set clear expectations for quality, output, communication, and ownership.
• Support hiring, onboarding, performance management, career development, and succession planning for the function.
• Maintain team engagement and resilience in a fast-changing environment.

5. SOPs, Controls, and Operational Quality

• Follow and help maintain existing SOPs, internal playbooks, and trackers, ensuring decision rules and QA mechanisms are current, practical, and consistently followed.
• Partner with Team Leads and SMEs to roll out process changes in a structured way before they go live broadly.
• Ensure quality checks are in place across critical workflows, especially in underwriting support, disbursements, servicing, disputes, and exception handling.
• Maintain a strong control environment with a high bar for data integrity, approval discipline, and audit readiness.

6. Metrics, Capacity, and Continuous Improvement

• Own and interpret key Loan Operations metrics such as team KPIs, backlog health, error rates, disbursement accuracy, exception trends, and team productivity.
• Own and interpret key portfolio health metrics, specifically focusing on trend lines in repayment rates, early-stage delinquency, and successful account rehabilitations. Turn these insights into actionable operational tweaks. 
• Partner with Reporting Analysts to turn data into operational insights, resource decisions, and improvement plans.
• Evaluate workflows to pinpoint manual toil, system gaps, and handoff inefficiencies, then establish a roadmap for process optimization and automation by leveraging core capabilities in Snowflake, PowerBI, and emerging AI tools.
• Drive measurable improvements in quality and scalability over time.

7. Cross-Functional Leadership

• Represent Loan Operations in cross-functional discussions with Customer Service, Product, Engineering, Finance, Revenue, Risk, and leadership partners.
• Translate product or policy changes into operational requirements, launch plans, training needs, and risk considerations.
• Help ensure clear ownership boundaries and effective coordination between front-office and back-office teams.
• Prepare operational updates, narratives, and recommendations for leadership reviews and planning discussions.

Required Qualifications

• 5+ years of experience in loan operations, underwriting operations, servicing, fintech operations, or related financial operations.
• 5+ years of people management experience, ideally leading multi-layered or mixed-skill operational teams in a remote working environment.
• Strong command of loan lifecycle operations, including at least several of the following: verification, underwriting support, disbursements, repayments, servicing, disputes, exceptions, and operational QA.
• Hands-on experience and proficiency in navigating and using Loan Origination Software (LOS), Loan Management Systems (LMS), or similar core servicing and payment platforms.
• Demonstrated experience leading high-volume, detail-sensitive workflows with clear service-level expectations.
• Proven ability to manage escalations and reconstruct complex issues across multiple systems of record.
• Experience building, improving, or scaling SOP-driven operations in a changing environment.
• Strong analytical and operational judgment; able to balance speed, quality, customer impact, and risk.
• Excellent written and verbal English communication skills.
• Strong people leadership skills, including coaching, performance management, and change leadership.

Preferred Qualifications

• Experience with TurnKey Lender (TKL), Repay, Jira, Zendesk, or similar systems.
• Experience leading teams through organizational redesign, workflow transitions, or front-office/back-office operating model changes.
• Exposure to operational reporting, forecasting, and workforce or capacity planning.
• Experience in a fintech, lending, payments, or high-growth operations environment.

Competitive Benefits That Support You

At Esusu, we invest in our people with benefits designed to help you thrive both personally and professionally. For our Philippines-based team members, we partner with an Employer of Record (EOR), a third-party organization that manages payroll, taxes, and compliance on our behalf.

• 💵Competitive Salary – Aligned with your experience and the PH market, administered through our Employer of Record (EOR)
• ✅ Remote first work environment - Where we trust you to get your work done. Core availability expected during Eastern Time (8AM–5PM EST).
• 🌴Generous PTO – Enjoy a generous paid time off policy of 12 vacation days, 12 sick leaves, and 1 birthday leave, plus a 5-day work anniversary leave (available after your first year).
• 🩺Premium Health Coverage – Comprehensive HMO via Maxicare
• 🏦 Government-Mandated Benefits – Includes SSS, PAGIBIG, PhilHealth, 13th Month Pay, Night Differential, Overtime, and Holiday Pay
• 💻 Work Tools Provided – Laptop and essential work equipment included 
• 🫱🏾‍🫲🏽In person and virtual team get togethers - To connect with your fellow Esusu colleagues.