Associate Director/Head - Branch Operations - Bank

Role :

- Manage and Lead function of Branch Relationship Management within the Lender Partnerships Team

- Design and Implement workflow for efficient running of operations and processes for the business function including onboarding of partner branches, training of the branch staff for processing of Loans originated by Organization and monitoring of branch operations

- Enhance partner experience by advising structural solutions for increasing efficiency and reducing operational gaps and the Turnaround Time for Service Delivery.

- Own the NPS metrics and consistently achieve higher approval rating from partner branches

- Setup Resolution Management System between Organization and Partner Branches. Ensure timely collection of possible escalations and mentor the team to recommend and implement corrective actions.

- Establish Performance Metrics and Conduct periodic review for Operational Benchmarking of Partner Branches

- Effectively liaise and build relationships with stakeholders in bank teams - business, tech/engineering, risk and compliance teams. Setup and lead periodic interaction with leadership team of Partner Branches

- Manage Communications including daily reports, escalations, Branch Benchmarking among others

Skill

- 12+ years of cross-functional experience in Retail Banking in areas of Operations or Operations improvement

- Expertise in streamlining and improving Operations of Network Branches/Distribution Channels

- Detail-orientation and high ownership to ensure adherence to systems and processes; ability to intervene/escalate and problem solve to unblock issues

- Ability to influence and align cross-functional stakeholders

- Ownership & bias for action, project management rigor to ensure continuous and timely progress on the projects

- Understanding of bank org structure, tech systems and infrastructure

- Approachable, with an ability to engage partners at all levels.

- Ability to work with Senior management

- Strong understanding of bank and branch operations

- Ability to design and implement new processes

- Solution mindset

- Excellent communication and networking skills

- Ability to lead teams