Area Manager - Education Loan/Senior Area Manager - Education Loan

Job Purpose

Acquire and convert eligible Education Loan customers through compliant counselling, disciplined funnel management, complete documentation, coordinated fulfilment and active ownership of portfolio quality.

• Generate and manage leads from direct, referral, consultant, institution and partner channels.

• Counsel students and co-applicants on course, country, institution, funding requirement, repayment construct and documentation.

• Capture complete application data, customer consent and source attribution in approved systems.

• Collect and validate admission, academic, KYC, income, banking and collateral documents before login.

• Coordinate with Credit, Operations, Verification and partners to resolve queries and progress files within agreed service levels.

• Track the lead-to-login, login-to-sanction and sanction-to-disbursement funnel and record lost reasons and corrective actions.

• Communicate sanction terms, conditions and pending requirements accurately to customers.

• Maintain compliant selling, customer confidentiality, audit trails and approved communication standards.

• Support portfolio quality through appropriate sourcing, fraud vigilance and early issue escalation.

• Drive cluster portfolio quality through regular review of X-bucket and early-delinquency trends, allocation and monitoring of follow-up actions, root-cause identification and coordinated resolution with Collections, Credit, Risk and Operations.

• Translate business plans into cluster execution priorities.

• Review team productivity, sourcing quality, controls and capability.

• Resolve cross-functional bottlenecks and escalate structural issues with evidence.

Key Decisions / Dimensions

• Make day-to-day sales and customer-management decisions within approved policy, process, pricing and delegated authority.

• Prioritise and allocate customer follow-ups, including portfolio-quality and X-bucket actions, within the assigned scope.

• Escalate policy deviations, material customer impact, fraud indicators, persistent overdue cases and unresolved dependencies.

• Commercial, hiring and budget authorities are to be defined in the approved delegation matrix.

Key interactions

Internal Sales, Product, Credit/Underwriting, Risk, Operations, RCU/Fraud Control, Collections, Compliance, Finance, Technology, HR and COE.

External Students, co-applicants, universities, education consultants, DSAs, referral partners and other approved service providers.

Major Challenges

• Balancing growth, customer experience, turnaround time and portfolio quality.

• Managing incomplete or inconsistent customer, academic and financial information.

• Driving timely customer engagement for pre-due, pre-bounce and overdue cases while following approved conduct standards.

• Coordinating Sales, Collections, Credit, Risk and Operations to address X-bucket and early-delinquency issues.

Required Qualifications and Experience

Graduate or postgraduate with demonstrated experience managing a sales team, geography or lending portfolio.

Critical skills and knowledge

• Education Loan customer counselling

• Sales execution and relationship management

• Portfolio-quality and X-bucket management awareness

• Customer repayment engagement and early-delinquency follow-up

• Understanding of academic, income and KYC documents

• CRM/LOS usage and MIS discipline

• Communication, negotiation and customer orientation

• Compliance, fraud and customer-conduct awareness

• Excel, presentation and business MIS capability

• High standards of integrity and customer confidentiality