Area Operation Manager - Retail Asset - BFS

Process Management - To manage file processing and disbursal of loans of retail asset products offered by the bank as mentioned below:

o Secured Loans (Gold Loan)

o Unsecured Loans (Personal Loan)

- To ensure Quarterly stock / weight verification in all Gold Loan branches.

- Roll out of new products at all branches under area.

Risk Optimization - Carrying out the roles defined in Operational Risk Management policy as a first line of defense.

- Nil Operational Errors and Financial Loss.

- To conceptualize, design, develop and implement system controls with a view to improve operational risk management

- Investigate staff lapses, errors and take corrective actions.

- Analyze root cause of attempted fraud/Actual fraud and suggest corrective measures.

Cost Optimization - To contribute effectively towards process efficiency and cost saving.

TAT and FTNR - Tracking TAT and FTNR of Processes.

Customer ( Internal and External) - Ensure that all queries and complaints logged in CRM pertaining to the Branch are resolved within agreed TATs.

- To ensure regular Branch visits - monthly & Quarterly in all Gold Loan branches.

- To ensure timely resolution of customer escalations and to work on reduction of the same. Regularly monitor service time and wait time at customer service centers

- Investigate customer complaints and analyze and help the branches resolve the same.