Building a onboarding doc project | IndiaMART

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Congratulations on completing the modules!

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"True learning doesn't happen till you apply it!"​

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If you struggle with a blank canvas, use this boilerplate to start. Remember, this is a flexible resource—tweak it as needed. Some sections might not apply to your product and you might come up with great ideas not listed here, don't let be restricted.

This is not the only format, we would love to see you scope out a great format for your product!

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Go wild and dive deep—we love well-researched documents that cover all bases with depth and understanding

Refer to the project brief and the additional resources before you begin this project!
(Go through them at least 3 times or till the time you don’t have a mind map in your brain)

Let's begin

Onboarding Overview

Give an overview of what should they expect in this document ahead, what will this help them with and what do they need to do next.
This will give them context, clarity and confidence on day 1 itself.

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Introduction to Company​

To ensure a smooth transition into your new role at IndiaMART, here’s a quick introduction to the company, our product, and the key teams you’ll be working with.

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Users: IndiaMART serves millions of small and medium-sized businesses across India. Our new lending marketplace aims to provide seamless access to business loans, particularly for small-ticket borrowers.

Market: The B2B marketplace in India is growing rapidly, and access to finance remains a major barrier for small businesses. By offering financial solutions, IndiaMART is positioning itself as a key player in empowering business growth.

Product: Our platform connects borrowers with lending partners, offering a streamlined loan application process. Your role will ensure that these operations run smoothly, from lead generation to loan disbursal.

Team: You’ll be working closely with the Fintech, Product, and Operations teams. Additionally, collaboration with external partners (banks, NBFCs) will be critical to your success.

Important Links:​

• Team structure and contact list

• Access to product and operations documentation

• CRM guidelines

Growth Docs:

• Company growth strategy

• Current Processes and SOPs

• Market insights and trends in fintech lending

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Introduction to Function

As the Operations Lead for our Lending Marketplace, you’ll be at the forefront of driving operational efficiency for the platform.

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• Who Are We?

The lending operations team is responsible for ensuring the seamless flow of loans from lead generation through to disbursal, maintaining compliance, and optimizing process efficiency.

• What Is the Team’s Function?

We manage tele-calling teams, oversee loan application processes, and coordinate with banking partners. You’ll play a key role in ensuring smooth collaboration and resolving operational bottlenecks.

• Why Does the Team Exist?

This team exists to streamline financial solutions for businesses. By ensuring efficient operations, we help businesses access the funds they need to grow.

• Impact of the Team:

The team’s work directly impacts the success of the lending platform, improving funnel efficiency and ensuring a high conversion rate from lead generation to loan disbursal.

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First 7 Days​

Your first week will focus on setting up your workspace, accessing key documents, and familiarizing yourself with IndiaMART’s processes. Here’s a breakdown of what you should accomplish:

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Day 1-2:

• Set up your space, tools, and communication channels (Slack/Teams, email, CRM systems).

• Gain access to the shared drive and familiarize yourself with product and operational documents.

Day 3-4:

• Review the product roadmap for the lending marketplace and internal compliance guidelines.

• Go through MIS reports and Reverse MIS processes.

Day 5-7:

• Schedule intro calls with key stakeholders: Product Managers, Fintech Lead, and external partner managers.

• Start reviewing operational workflows with the tele-calling and vendor teams.

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Team Conversations​

To fully understand your role and the team dynamics, we recommend you set up conversations with the following members:

• VP Fintech (Product & Strategy): Discuss product vision, long-term goals for the lending marketplace, and how your role aligns with the broader strategy.

• COO (Operations & Compliance): Understand operational workflows, critical compliance requirements, and challenges in the current system.

• Head of Tele-Calling: Discuss how the tele-calling team contributes to lead generation and key metrics for tracking performance.

• External Partner Manager (Banking/NBFCs): Learn about the expectations and challenges of working with financial partners and how they integrate into your operations.

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30-60-90 Day Plan​

Here’s an outline of what you should aim to achieve in your first 90 days:

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30 Days:​

• Core Outcome: Understand and take ownership of the lending marketplace’s operational processes.

• Core Why: You need to ensure the flow of leads, loan applications, and disbursals is seamless and meets partner compliance.

• Next Best Action:

• Familiarize yourself with current operational processes.

• Identify key areas for process improvement (tele-calling, MIS analysis, partner coordination).

• Build relationships with your team and external stakeholders.

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60 Days:​

• Core Outcome: Begin implementing initial process improvements, focusing on lead generation and Reverse MIS reporting efficiency.

• Core Why: Optimizing the workflow is crucial to ensuring that leads are converted into successful disbursals while maintaining compliance.

• Next Best Action:

• Work with the tele-calling team to refine lead generation strategies.

• Coordinate with the product team to address operational bottlenecks.

• Present your first findings to the VP Fintech and COO.

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90 Days:​

• Core Outcome: Establish yourself as a key contributor to the lending operations, delivering measurable improvements in lead conversion and compliance processes.

• Core Why: By the end of 90 days, you should have identified key challenges and implemented solutions that drive efficiency and growth.

• Next Best Action:

• Finalize operational process changes and communicate them to internal and external stakeholders.

• Set up a monthly reporting structure with the finance team for invoicing and compliance updates.

• Lead your first major project in optimizing one of the operational workflows.

This onboarding document is designed to help you integrate smoothly into IndiaMART and set you up for success in your new role. Welcome to the team!

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