{"id":452921,"url":"https://alion.io/job/esusu-loan-operations-manager","title":"Loan Operations Manager","company":{"id":174500,"name":"Esusu","domain":"esusurent.com","url":"https://alion.io/company/esusu","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Deel","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"EST","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":88000,"max_usd":173000,"period":"year","method":"global_role_seniority_cell","sample_n":6904},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Power BI","optional":false},{"name":"Snowflake","optional":false},{"name":"Jira","optional":true}],"status":"live","first_seen_at":"2026-08-06T15:07:01Z","employer_posted_date":"2026-08-19","last_verified_at":"2026-11-08T07:55:40Z","board_verified":true,"closed_at":null,"days_open":93,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":92},"description":"Esusu: Building Credit Access for All\nYour 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.\nAs a financial technology and data platform, we're revolutionizing financial health, identity services, and inclusive decision-making for individuals and businesses alike.\nOur impact speaks volumes:\n$50 billion in credit activity facilitated\n\n5 million+ rental units in our network\n\nTrusted partnerships with leading real estate companies, government entities, fintechs, banks, and employers\n\nThrough 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.\nThe challenge\nThe 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.\nThis 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.\nWhat you will help us deliver\nOur 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.\n1. Team Leadership & Daily Operations\nLead the Loan Operations team across Loan Specialists, Loan Underwriters, Team Leads, and associated operational support functions.\n\nSet daily and weekly priorities across queues, ensuring work is staffed and sequenced appropriately based on volume, complexity, risk, and SLAs.\n\nMonitor backlog, aging cases, bottlenecks, turnaround times, and coverage risks; intervene quickly when delivery is off track.\n\nRun team operating rhythms (huddles, queue reviews, escalation reviews, and performance check-ins) that tie directly to measurable outcomes.\n\nEnsure strong cross-coverage and continuity planning across the team that keep quality and SLA performance stable through absences, turnover, and/or spikes in volume.\n\n2. Operational Ownership Across Loan Products\nOwn operational execution across Esusu’s loan and payment-related products and workflows.\n\nEnsure operational readiness across the full loan lifecycle, including onboarding support, verification, underwriting support, disbursement operations, repayment servicing, returns, disputes, and exceptions.\n\nMaintain a strong understanding of product rules, policy requirements, systems behavior, and operational edge cases.\n\nServe as the senior operational decision-maker for complex workflow questions and exceptions.\n\n3. Escalations, Risk, and Issue Resolution\nServe 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.\n\nOversee investigations into disbursement issues, repayment problems, bank verification failures, disputes, and system/process breakdowns.\n\nEnsure root causes are identified, fixes are executed correctly, and learnings are translated into SOP, training, or tooling improvements.\n\n4. People Management, Coaching, and Team Development\nDirectly manage team members and people leads within Loan Operations, building a high-accountability and high-support environment.\n\nCoach managers, leads, and individual contributors on judgment, execution, prioritization, and operational rigor.\n\nSet clear expectations for quality, output, communication, and ownership.\n\nSupport hiring, onboarding, performance management, career development, and succession planning for the function.\n\nMaintain team engagement and resilience in a fast-changing environment.\n\n5. SOPs, Controls, and Operational Quality\nFollow and help maintain existing SOPs, internal playbooks, and trackers, ensuring decision rules and QA mechanisms are current, practical, and consistently followed.\n\nPartner with Team Leads and SMEs to roll out process changes in a structured way before they go live broadly.\n\nEnsure quality checks are in place across critical workflows, especially in underwriting support, disbursements, servicing, disputes, and exception handling.\n\nMaintain a strong control environment with a high bar for data integrity, approval discipline, and audit readiness.\n\n6. Metrics, Capacity, and Continuous Improvement\nOwn and interpret key Loan Operations metrics such as team KPIs, backlog health, error rates, disbursement accuracy, exception trends, and team productivity.\n\nOwn 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.\n\nPartner with Reporting Analysts to turn data into operational insights, resource decisions, and improvement plans.\n\nEvaluate 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.\n\nDrive measurable improvements in quality and scalability over time.\n\n7. Cross-Functional Leadership\nRepresent Loan Operations in cross-functional discussions with Customer Service, Product, Engineering, Finance, Revenue, Risk, and leadership partners.\n\nTranslate product or policy changes into operational requirements, launch plans, training needs, and risk considerations.\n\nHelp ensure clear ownership boundaries and effective coordination between front-office and back-office teams.\n\nPrepare operational updates, narratives, and recommendations for leadership reviews and planning discussions.\n\nRequired Qualifications\n5+ years of experience in loan operations, underwriting operations, servicing, fintech operations, or related financial operations.\n\n5+ years of people management experience, ideally leading multi-layered or mixed-skill operational teams in a remote working environment.\n\nStrong command of loan lifecycle operations, including at least several of the following: verification, underwriting support, disbursements, repayments, servicing, disputes, exceptions, and operational QA.\n\nHands-on experience and proficiency in navigating and using Loan Origination Software (LOS), Loan Management Systems (LMS), or similar core servicing and payment platforms.\n\nDemonstrated experience leading high-volume, detail-sensitive workflows with clear service-level expectations.\n\nProven ability to manage escalations and reconstruct complex issues across multiple systems of record.\n\nExperience building, improving, or scaling SOP-driven operations in a changing environment.\n\nStrong analytical and operational judgment; able to balance speed, quality, customer impact, and risk.\n\nExcellent written and verbal English communication skills.\n\nStrong people leadership skills, including coaching, performance management, and change leadership.\n\nPreferred Qualifications\nExperience with TurnKey Lender (TKL), Repay, Jira, Zendesk, or similar systems.\n\nExperience leading teams through organizational redesign, workflow transitions, or front-office/back-office operating model changes.\n\nExposure to operational reporting, forecasting, and workforce or capacity planning.\n\nExperience in a fintech, lending, payments, or high-growth operations environment.\n\nCompetitive Benefits That Support You\nAt 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.\nCompetitive Salary - Aligned with your experience and the PH market, administered through our Employer of Record (EOR)\n\nRemote first work environment - Where we trust you to get your work done. Core availability expected during Eastern Time (8AM-5PM EST).\n\nGenerous 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).\n\nPremium Health Coverage - Comprehensive HMO via Maxicare\n\nGovernment-Mandated Benefits - Includes SSS, PAGIBIG, PhilHealth, 13th Month Pay, Night Differential, Overtime, and Holiday Pay\n\nWork Tools Provided - Laptop and essential work equipment included\n\nIn person and virtual team get togethers - To connect with your fellow Esusu colleagues.","description_format":"text","description_chars":9438,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Real Estate","Financial Software & Embedded Finance","Credit Bureaus & Rating Agencies","Consumer Loans & Pawnshops"],"lifecycle":[{"event":"open","at":"2026-09-06T09:07:09Z"}],"visa":[],"liveness":{"score":6,"band":"cold","label":"Long shot","p_open":1,"p_active":0.209,"p_room":0.28,"age_days":93,"expected_fill_days":7,"reasons":["conf:1","win:tail","crowd:"],"computed_at":"2026-11-08T05:47:12Z"},"pay":null,"html_url":"https://alion.io/job/esusu-loan-operations-manager","json_url":"https://alion.io/job/esusu-loan-operations-manager.json","meta":{"generated_at":"2026-11-08T08:11:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17779,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":174500},"rest":"https://alion.io/mcp/rest/get_company?id=174500"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fesusu-loan-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fesusu-loan-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fesusu-loan-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/esusu-loan-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fesusu-loan-operations-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":452921}},{"tool":"search_jobs","arguments":{"company":"esusurent.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":452921},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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