AVP - Operation - Term Loan/CEQ - NBFC

Key Objectives of the Job:

- Provide leadership and direction to the product operations unit to drive a high quality customer experience balance with efficiency, compliance and consistency.

- Managing complete CEQ / Term Loan.

- Investigate, collaborate on, and maintain the operating policies and procedures for the extension of Corporate & SME finance division loan product that conform to bank and industry standards.

- See improvements to processes and drive the implementation of those improvements with a focus
on compliance and efficacy.

- Review, respond to, and develop resolutions for compliance related findings for the regional unit
while serving as first line subject matter expert for daily loan scenario questions.

- Interview, hire, train, coach, evaluate and redirect regional unit team members for optimal performance of the team and assess and track performance.

- Ensure quality and production goals are met, monitoring workflow levels and redeploying resources as required.

- Monitor and maintain established operations turn time and quality standards across processing, underwriting, closing

- Foster collaborative relationships with regional sales and operations unit to ensure optimal communication and focus between sales and operations and within operations.

- Stay abreast of changes related to the Corporate & SME Finance loan product industry and bank changes related to the department and suggest changes to processes to ensure compliance.

- Foster collaborate relationships with sales managers to ensure optimal communication and focus between sales and processing.

- Ensure consistency with main operations center policies, procedures and workflow, while maintaining market specific practices necessary for competitive edge.

- Seek out new technology options for increased quality and efficiency including due diligence of the vendor and product onboarding.

- Ensure nil critical and repeated audit observations as well as nil open customer complaints beyond
defined time lines

- Review operational scorecards to determine root cause of exceptions and detect trends. Identify training opportunities, potential system or process enhancements, and performance development needs.