Branch Overview

Branch delivers world-class financial services to the mobile generation. With offices in the United States, Nigeria, Kenya, and India, Branch is a for-profit, socially conscious company that uses the power of data science to reduce the cost of delivering financial services in emerging markets. We believe that everyone, everywhere deserves fair financial access. The rapid spread of smartphones presents an opportunity for the world’s emerging middle class to access banking options and achieve financial flexibility.

Branch’s mission-driven team is led by the founder and former CEO of Kiva.org. The company presents a rich opportunity for our team members to drive meaningful growth in rapidly evolving and changing markets. In 2019, Branch announced its Series C and has garnered more than $100M in funding with investments from leading Silicon Valley firms including Andreessen Horowitz, Trinity Capital, Foundation Capital, Visa, and the International Finance Corporation (IFC).

We value diversity and are committed to providing an inclusive working environment where human beings of all backgrounds can thrive.

Job Overview

The Operations Team Lead role will be responsible for managing KYC operations, payment operations, credit operations, customer service, and/or other operations for India.

Responsibilities

• Manage a quickly growing team to provide a world-class operations team to delight our rapidly expanding customer base in India
• Support hiring and team onboarding processes for new hires
• Ensure various sub-teams set and hit aggressive productivity and quality goals
• Manage team scheduling and capacity planning
• Lead various initiatives with product and other global teams to improve process automation and the Branch customer experience
• Serve as first point of escalation for system issues; support product and engineering teams in issue diagnosis and reporting
• Maintain team documentation and collaborate with other division leads on continuous improvement of team processes
• Collaborate cross-functionally on various initiatives for admin, marketing, finance, and collections

Requirements

• 4-8 years of experience managing and scaling large, successful operations for a startup, bank, telco or IT company is a plus
• Experience in KYC is preferred
• Highly passionate about customers
• Highly entrepreneurial and comfortable with ambiguity and taking initiative
• Excellent collaborator and team player
• Deep understanding of successful process implementation and improvement
• Extremely analytical with expert Excel skills; SQL skills a big plus
• Ability to effectively communicate with people at all levels in verbal and written communication
• Compliance knowledge is a bonus
• Willingness to work across multiple teams in Ops
• Able to build relationships with their team members and develop them through expectation setting and coaching