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The LendOps Maturity Model
Most lenders judge themselves by Volume, Yield, and Defaults. Very few assess the maturity of their operating model.
Yet, operational maturity determines how quickly decisions are made, how consistently risk is assessed, and how confidently capital is deployed.
This model describes how lending operations behave in practice — not how they are intended to work.
Level 1
Fragmented
“We get deals done, but it’s hard work.”
What Defines It
- Activity spread across inboxes & spreadsheets
- Processes exist informally, not explicitly
- Decisions rely on individual experience
Typical Symptoms
- High key-person dependency
- Scrambling before credit committee
- Manual reconciliation everywhere
Level 2
Reactive
“We’ve improved things — but it’s still messy.”
What Defines It
- Some standardisation of workflows
- Defined credit committee process
- Monitoring is periodic, not continuous
Typical Symptoms
- Growing exception lists
- Teams react faster, but still firefight
- Slowing decision cycles as volume increases
- A growing gap between policy and practice
Level 3
Structured
“We know how our lending actually works.”
What Defines It
- Documented operating workflows
- Clear ownership of decisions
- Defined risk signals and escalation paths
Typical Symptoms
- Decisions are repeatable
- Faster approvals & better discussions
- Reduced operational noise
Level 4
Operationally Scaled
“We can grow without losing sleep.”
What Defines It
- Operating model embedded in systems
- Real-time visibility into risk and exposure
- Early warning indicators used in practice
Typical Symptoms
- Judgement scales with volume
- Consistent outcomes across deals
- Clear readiness for refinancing & exit
A Critical Point
Moving up the maturity curve is not about buying more software. Technology supports maturity — it does not create it.
It requires clarity of operating model, discipline in execution, and alignment between people, process, and systems.
The goal is not perfection. The goal is judgement at scale.