Intuit QuickBooks Capital Loan Servicing - Business Operations Manager 

Kenya, Nairobi County, Nairobi 

21669098

Mountain View, CA $132,500 - $179,000

San Diego, CA $116,500-$157,500This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at

Loan Servicing Workstreams

• Oversee critical Loan Servicing Workstreams including
• Fraud claims,
• Fraud recoveries process,
• Manual payments (checks/wires) research & application,
• Refund requests,
• Requests to edit payment allocation

Operational Oversight:

• Develop and maintain a comprehensive run book for workstreams to outline processes, roles, and escalation protocols.
• Maintain procedure documentation and ensure approval history is accurate.
• Standardize workflows and communication channels between internal teams and external vendors to ensure seamless operations.
• Ensure compliance with key QA processes for example tracking and monitoring bankruptcy/deceased/hardship processing, credit reporting disputes, and bank account changes.

Issue Triage and Remediation:

• Drive issue remediation: Manage edge cases and escalations across direct lending products (term loan and line of credit); solving case by case, leveling up the learnings, tracking trends, and recommending improvements to policies and procedures to prevent additional issues.
• Provide detailed reporting on issue remediation and areas for improvement.

• • Bachelor’s degree in Business Administration, Operations Management, or a related field
  • 5+ years of experience in business operations, program management, or operational leadership, ideally within the lending or fintech industry.
  • Proven track record of operational excellence in program management or business operations
  • Strong analytical and forecasting skills, with experience in agent capacity planning.
  • Exceptional organizational skills, with the ability to manage multiple priorities and deadlines.
  • Excellent interpersonal and communication skills, with the ability to build and maintain strong relationships with vendors and internal teams.
  • Familiarity with regulatory requirements and compliance standards in lending or financial services.

  Preferred Skills

  • Experience with workforce management tools and reporting platforms (e.g., Salesforce, Tableau, or similar).
  • PMP certification or formal training in program management methodologies.
  • Background in operational risk management or quality assurance is a plus.