[Hiring] Loan Operations Manager @Esusu, Inc.

Role Description

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
• Cross-functional operational initiatives

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.

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.

Requirements

• 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.
• Serve as the senior operational decision-maker for complex workflow questions and exceptions.
• Ensure root causes are identified, fixes are executed correctly, and learnings are translated into SOP, training, or tooling improvements.
• Directly manage team members and people leads within Loan Operations, building a high-accountability and high-support environment.
• Set clear expectations for quality, output, communication, and ownership.
• Maintain a strong control environment with a high bar for data integrity, approval discipline, and audit readiness.
• Own and interpret key Loan Operations metrics such as team KPIs, backlog health, error rates, disbursement accuracy, exception trends, and team productivity.
• Represent Loan Operations in cross-functional discussions with Customer Service, Product, Engineering, Finance, Revenue, Risk, and leadership partners.

Benefits

• 💵 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.