DGM - Backend Operations - NBFC Microfinance Institution

Job Summary :

- Leading a team of Zonal Operations Managers (ZOM) on Training, and Quality (Audit Closures, Risk) & Compliance

- Using the Zonal Operations Managers (ZOM) & Regional Operations Managers (ROM) channels to ensure that Central Operations is able to provide all business support esp. related to dissemination of products & policies, incentives, R&R etc.

- Providing conduit (through the ZOM & ROM channel) to other teams within Central Ops like Products & Credit, MIS & Partnership to send key messages down to the field

- Managing Customer Care and some of the associated functions

- Fulfill the back-end Ops requirement with relation to BC partnerships and other products

- Company wide business planning for the Ops and providing support to ZOM for monthly target setting

Back-end Operations related to BC partnerships & Premium Loans :

- Managing on a day-to-day basis, following tasks related to IBL partnership- DPD closures, TB reconciliation, raising invoices, tracking performance security and other tasks

- Managing on a day-to-day basis, following tasks related to IDBI partnership

- Liaison with the middle management of the BC partners

- Implementation of the annual BC business plan

- Managing on a day-to-day basis, following tasks related to Premium product- ECS run, report on Collection of Cash for Bounced Cases etc.

Customer Care :

- Managing the Customer Care team, with team of tele-callers and the team leader

- Review of the monthly call reports and share the issues with the related functional departments (internally within BSU, IT, HR etc.) for resolution

- Lead and manage initiatives on Social Performance Management (SPM), PPI & Financial Literacy

Quality & Compliance Audit Closures :

- Take regular updates on the Deviation tracker & Fraud tracker

- Oversee the AAC process at the Zone level through ZOMs

- Reviews the AAC process and the deviation levels from time to time

- Any other support that ZOMs require w.r.t their AAC mandate

Risk Actions :

- Ensuring that actions agreed upon with Risk team are complied with

Portfolio Quality :

- Armed with the PAR & OD figures the person should ensure that each zone maintains a healthy collection efficiencies

Ops Team Training :

- Identify the training needs from different zones (as received from ZOPMs) and develop training content with support from the Manager, Training

- Review & Update of existing Training toolkits

- Vet the training calendars of different zones to ensures PROP, RTP's and other process trainings are done on regular intervals across branches as per calendar

- Ensure quality of training across zone is as per standards

- Any other support that ZOPMs require w.r.t their training mandate

Business Planning & Support :

- Lead and manage the annual business planning process for setting targets across all business vectors (disbursement, diversification, fee-income, PAR, P/L etc.) and across zones

- Track the zone-wise performance across all the business vectors against the plan/budget

- To analyze and share different operational ratios for bringing operational competitiveness among zones

- To help reporting officer in tracking progress of new branch and providing all back office related support for the same to the Regions in organized way

Time Allocation (%)

Back-end Ops : (25%)

Customer Care : (25%)

Quality & Compliance : (25%)

Ops Team training : (10%)

Business Planning & Support : (15%)

QUALIFICATION, EXPERIENCE, SKILLS :

Qualification : Post Graduate, MBA will be preferred

Experience : Minimum 8 years experience in managing large operations at an NBFC or Microfinance Institution. Please don't apply if you have not worked in an NBFC or Microfinance Institution

Skills :

- Team management skills, Strong communication (both written and verbal), string presentation skills, knowledge of the MIS systems

- Key Competencies required Handling of back-end Ops (incld. Customer Care), knowledge of microfinance operations, exposure to training function and handling large teams

PERFORMANCE INDICATORS :

- Smooth implementation of AAC & risk plans, to ensure that each zone has healthy quality indicators as reflected by figures on PAR, Audit grades and Risk grades

- Robust training structure in place that helps the business team in meeting targets related to disbursement and fee income

- An independent and strong customer care department with ability to handle both outbound and inbound calls across all zones/regions

- Managing smoothly with min. TAT the back-end operations and trouble shooting on day-to-day issues with BC partners

Team Size :

Direct Reporting : 4 (3 ZOPMs and one team leader for Customer Care) + 2 (Executive for Back-end Ops)

Indirect Reporting : The ROMs, Call-centre agents, Executives for Back-end Ops