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RESOURCE PLANNING & SCALE STRATEGY

Marketplace
People Ops

Strategic blueprint for scaling to 130 FTE, prioritizing compliance, data-driven decisions, and operational excellence for our Year 1 build-out.

Explore The Roadmap
Success Metrics & Phases

Strategic Goals

Time-to-Yes

< 5 Min

Seamless automated underwriting and loan approval process.

Scale Target

130 FTE

Scaled team across 8 departments to support 1M+ users.

Unit Economics

> 3x

Healthy CAC/LTV ratio driven by efficient operations.

NPS Score

> 55

World-class customer support and onboarding experience.

Implementation Phases

01

Phase 1 (M1-3)

37 FTE

  • Core Platform Team
  • Lead Generation Focus
  • Basic Compliance Layer
02

Phase 2 (M4-6)

77 FTE

  • Scale Operations
  • Secondary Product Launch
  • Data Modeling Sprints
03

Phase 3 (Scale)

130 FTE

  • Full Automation
  • Global Support Tiers
  • Marketplace Dominance
Tech & Product Departments

Design & Build

Technology

Phase 1

10

Phase 2

22

Phase 3

35

CTO / Head of Eng

Lead

Engineering vision and platform strategy.

Count:1

Backend Squads

Sr/Mid

Microservices, Ledger, and API integrations.

Count:12

Frontend / Mobile

Mid

Immersive Web & Flutter Mobile Apps.

Count:8

DevOps & Security

Sr/Mid

Infra-as-Code, CI/CD, and AppSec.

Count:6

QA & Automation

Mid

E2E testing and automation pipelines.

Count:5

Solutions Architect

Senior

High-level system design and partner tech.

Count:3
Engineering Stack
Node.jsPythonReactPostgresAWSDockerJiraGitHub

Product

Phase 1

4

Phase 2

10

Phase 3

15

CPO / Head of Product

Lead

Product roadmap and GTM alignment.

Count:1

Product Managers

Sr/Mid

Journey mapping and KPI ownership.

Count:6

UX/UI Designers

Mid

Visual design and user research.

Count:4

Product Analytics

Mid

Funnel optimization and A/B testing.

Count:4
Product & Design Stack
FigmaMixpanelAmplitudeNotionLinearHotjar
Growth & Sales Departments

Market Presence

Growth & Marketing

Phase 1

2

Phase 2

7

Phase 3

14

Head of Growth

Lead

CAC/LTV and budget optimization.

Count:1

Performance Mktg

Mid/Sr

Paid search, social ads, and ASO.

Count:3

SEO & Content

Mid

Organic growth and brand authority.

Count:2

CRM / Lifecycle

Mid

Retention and user journeys.

Count:2

Partnership Mgrs

Mid

Ecosystem and co-marketing deals.

Count:2

Creative Design

Mid

Asset production and brand visuals.

Count:4
Marketing Stack
GA4Meta AdsAppsFlyerMoEngageSEMrushTableau

Sales & Alliances

Phase 1

3

Phase 2

9

Phase 3

18

Head of Sales

Lead

Revenue quotas and bank negotiations.

Count:1

Bank Partnership Mgrs

Sr/Mid

Partner onboarding and SLA mgmt.

Count:4

Inside Sales (SDRs)

Jr/Mid

Lead qualification and outreach.

Count:8

Sales Ops

Mid

CRM and forecasting strategy.

Count:2

Partner Success

Mid

Partner retention and upsells.

Count:3
Sales Stack
SalesforceLinkedIn NavOutreachZoomInfoGongSlack
Ops & Support Departments

Scale Operations

Operations

Phase 1

3

Phase 2

10

Phase 3

20

Head of Operations

Lead

E2E strategy and cost optimization.

Count:1

Loan Processing

Jr/Mid

File checks and customer follow-ups.

Count:5

Doc Verification

Jr/Mid

Identity and income proof analysis.

Count:4

Risk & Fraud Ops

Mid

Rule monitoring and chargebacks.

Count:4

Workforce Planner

Mid

Forecasting and shift scheduling.

Count:1

Vendor Mgmt

Mid

KYC and BPO partner management.

Count:5
Operational Stack
SalesforceSignzyHyperVergeCIBIL PortalTelephonyJira

Customer Support

Phase 1

2

Phase 2

8

Phase 3

15

Head of CX

Lead

Support strategy and VOC analysis.

Count:1

Support Leads

Senior

Queue mgmt and agent coaching.

Count:2

L1 Agents

Jr/Mid

Voice/Chat inquiry handling.

Count:8

L2 Specialists

Senior

Disputes and investigations.

Count:4
Support Stack
ZendeskAmeyoIntercomPlayvoxAssembledSlack
Compliance & Data Science

Intelligence Layer

Compliance & Legal

Phase 1

2

Phase 2

5

Phase 3

8

Chief Compliance Officer

Lead

Regulatory strategy (RBI/SEBI).

Count:1

AML/KYC Officers

Mid/Sr

Transaction monitoring and filings.

Count:2

Legal Counsel

Senior

FinReg and partner contracts.

Count:1

GRC / InfoSec

Senior

Certifications and IT audits.

Count:2

Data Protection (DPO)

Senior

Consent and privacy framework.

Count:2
RegTech Stack
World-CheckKarzaPerfiosCKYC RegistryAadhaar VaultOneTrust

Data Science

Phase 1

2

Phase 2

6

Phase 3

10

Head of Data

Lead

Data strategy and value roadmap.

Count:1

Risk Data Scientists

Mid/Sr

Credit scorecards and PD models.

Count:3

ML Engineers

Mid/Sr

Model deployment and MLOps.

Count:2

BI Analysts

Mid

Dashboards and cohort tracking.

Count:2

Analytics Eng.

Mid

ELT pipelines and dbt modeling.

Count:2
Analytics Stack
PythonSnowflakedbtTableauAirflowMLflowSageMaker
Reporting Lines & Hierarchy

Org Structure

Board / Governance

CEO / Managing Director

Engineering

CTO

Product

CPO

Growth

CMO

Revenue

Head of Sales

Operations

COO

Control

CCO

Analytics

Head of Data

Experience

Head of CX

"A flat structured, high-velocity organization. Department heads report directly to the CEO, ensuring fast decision-making and cross-functional alignment."

Execution Blueprint

Next Steps

1
Executive Approval

Sign-off on phased hiring plan & budget envelope.

2
Critical Hiring

Launch recruiting for CTO, CCO, and Security Lead.

3
Partner Finalization

Finalize vendor selection for KYC and Credit Bureaus.

4
Governance Setup

Establish SDLC and ISO/SOC2 readiness roadmap.

Strategic Risks

Regulatory Slippage

Compliance-by-Design approach; regular external audits.

Partner Dependency

Multi-partner strategy from Day 1; standard API layer.

CAC Inflation

Early investment in SEO; focus on high-LTV metrics.