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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