Loan Operations Manager

About this role

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 inefficiencie

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