The Role
The User Operation Manager oversees lending operations, focusing on loan disbursement, lifecycle management, customer acquisition, and compliance while enhancing operational excellence.
Summary Generated by Built In
About PalmPay
PalmPay is a leading neobank and fintech platform scaling financial inclusion across emerging markets. With over 40 million users, we are building a digital financial ecosystem that empowers individuals and businesses through accessible, easy-to-use, and rewarding financial services.Operating in Nigeria, Ghana, Tanzania, Bangladesh, and Pakistan, PalmPay has been recognized by CNBC as one of the Top 300 Global Fintech Companies and ranked #2 overall and #1 in financial services on the Financial Times’ Africa’s Fastest Growing Companies 2025 list.
Position Overview
We are seeking an experienced and results-driven User Operation Manager to lead and optimize lending operations and product performance. This role will take ownership of loan disbursement, loan lifecycle management, customer acquisition strategy, and microloan product operations while driving operational excellence, risk control, and scalable growth.
Key Responsibilities
1. Loan Disbursement Strategy & Optimization
PalmPay is a leading neobank and fintech platform scaling financial inclusion across emerging markets. With over 40 million users, we are building a digital financial ecosystem that empowers individuals and businesses through accessible, easy-to-use, and rewarding financial services.Operating in Nigeria, Ghana, Tanzania, Bangladesh, and Pakistan, PalmPay has been recognized by CNBC as one of the Top 300 Global Fintech Companies and ranked #2 overall and #1 in financial services on the Financial Times’ Africa’s Fastest Growing Companies 2025 list.
Position Overview
We are seeking an experienced and results-driven User Operation Manager to lead and optimize lending operations and product performance. This role will take ownership of loan disbursement, loan lifecycle management, customer acquisition strategy, and microloan product operations while driving operational excellence, risk control, and scalable growth.
Key Responsibilities
1. Loan Disbursement Strategy & Optimization
- Own the end-to-end loan disbursement process from approval to fund transfer
- Design and implement scalable disbursement workflows to improve speed and accuracy
- Collaborate with Risk, Finance, and Tech teams to ensure seamless integration of disbursement systems
- Monitor disbursement KPIs such as success rate, turnaround time (TAT), and failure rates
- Identify operational bottlenecks and lead process improvement or automation initiatives
- Ensure compliance with internal controls and regulatory requirements during disbursement
- Drive continuous optimization to enhance user experience and reduce drop-offs
- Manage the complete lifecycle of loan products from onboarding to closure
- Track portfolio performance including repayment rates, delinquency, and default trends
- Work with teams to design and improve recovery strategies
- Ensure accurate documentation, reporting, and compliance throughout the lifecycle
- Analyze customer behavior to improve retention and repeat borrowing
- Develop and execute acquisition strategies for lending products
- Optimize user onboarding funnels to improve conversion and activation rates
- Collaborate with Marketing and Partnerships teams to scale acquisition channels
- Analyze campaign and channel performance to maximize ROI
- Drive initiatives to improve customer engagement and retention
- Oversee daily loan operations including application processing and verification workflows
- Establish and monitor SLAs, TAT, and operational performance metrics
- Identify inefficiencies and implement process improvements
- Lead automation and digitization initiatives to enhance operational scalability
- Ensure high service quality and smooth operational execution
- Own and manage microloan products for different customer segments
- Monitor product performance including usage, risk, and repayment behavior
- Analyze user feedback and data insights to refine product features
- Collaborate with Product and Tech teams to roll out enhancements
- Align product strategy with market demand and business goals
- Define and track key KPIs such as disbursement rate, approval rate, and default rate
- Build reports and dashboards for performance monitoring
- Conduct deep-dive analyses to identify trends and opportunities
- Use insights to drive continuous improvement in product and operations
- Act as the key liaison between Product, Tech, Risk, Compliance, and Support teams
- Ensure alignment across teams for smooth execution of lending operations
- Support product launches and feature rollouts with operational readiness
- Communicate performance insights and recommendations to leadership
- Ensure all lending operations comply with internal policies and regulatory requirements
- Collaborate with Risk and Compliance teams to maintain portfolio health
- Support audits and ensure proper governance and documentation
- Proactively identify and mitigate operational and credit risks
- Bachelor’s degree in business administration, Finance, Economics, or a related field (Master’s preferred).
- 5–7 years of experience in fintech, digital lending, banking, or financial services.
- Strong experience in loan operations, disbursement systems, and lending product management.
- Proficiency in Excel, SQL, or other data analysis tools.
- Strong problem-solving, communication, and stakeholder management skills.
- Ability to lead initiatives and drive results in a fast-paced environment.
- Competitive salary
- Festival bonuses
- Mobile & internet allowance
- Career growth opportunities in a fast-scaling international fintech
Skills Required
- Bachelor's degree in business administration, Finance, Economics, or related field
- 5-7 years of experience in fintech, digital lending, banking, or financial services
- Strong experience in loan operations, disbursement systems, and lending product management
- Proficiency in Excel, SQL, or other data analysis tools
- Strong problem-solving, communication, and stakeholder management skills
- Ability to lead initiatives and drive results in a fast-paced environment
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The Company
What We Do
PalmPay is building the financial superapp for Africa
