Head - TA at DMI Finance
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DMI Finance - AVP - Operations (10-12 yrs)
JOB PURPOSE
(Summarize in one statement why the job exists; and how it contributes to the overall objective of the company)
- Direct & Coordinate operations, ensuring the timely delivery of the agreed SLAs, TATs to keep the error rate within the agreed benchmarks
- Ensure error free transaction support & adherence to traditional operational & regulatory frameworks
- Evaluate data planning to cost and control the cost through process re-engineering & Vendor re-negotiations
- Establish and maintain relationships with individual or business customers and provide assistance with problems these partners may encounter
- Prepare operational or risk reports for management analysis
- Guiding, Directing, and Motivating Subordinates - Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
1. BAU Planning
- Responsible for overall operations, design SLAs, TATs to reduce the error rate and keep within the agreed benchmark
- Setting up processes for the digital lending business and enjoying hands on experience in managing LOS, Virtual Assistant, Salesforce Service cloud and Customer Insights
- Ensure new processes to provide error free transaction support and adhere to traditional regulatory requirements required by RBI
- Guiding & training the team on new process and integrations to increase efficiency and output
2. Stakeholder Management & New Channel Partner Onboarding
- Identifying the needs of the channel partners and help them design processes to support business between both the organizations
- Design new processes to improve the interaction of systems from process point of view to reduce the lapse in the overall process
- Developing constructive and cooperative working relationships with our channel partners and maintaining them over time
3. Team Management
- Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
- Providing guidance and direction to subordinates, including setting performance standards and monitoring performance
- Guiding & training the team on new process and integrations to increase efficiency and output
- Skill improvement wherever required
4. Integrations
- Identifying the needs of the channel partners and help them design processes to support business between both the organizations
- Design new processes to improve the interaction of systems from process point of view to reduce the lapse in the overall process
5. Process enhancements & improvements
- Collaborating with Business, Compliance, Risk and Technology functions and responsible for GL control and regulatory reporting for the Consumer Business
- Surveillance across Fintech Partners from KYC and AML perspective and helps in process innovation to reduce cost and faster addressal of the customer's need.
- Design and innovate existing process within the department to identify and implemented technology that can push towards paperless journey for the customers experience
6. Vendor & Cost Management
- Ensuring cost control through an ongoing business process re-engineering projects, increased productivity and vendors re-negotiations wherever changes are required
- Analysis on internal staff costing to control expenses and for better manpower planning
a) Qualifications
- Minimum Qualification required: Diploma / Postgraduate
b) Work Experience
- Minimum 10 years of experience
- Should have Banking & Lending operations background
- Should have updated knowledge of lending process and solutions available for digital lending platforms
- Exposure of Stakeholder and team management
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