HDFC Bank - National Process Manager - Retail Credit

Job Responsibilities(JR) : 6 - 8 Areas Actionable (4-6)

Process Monitoring & Control - Ensure standardized, scalable and efficient processing of loans / monitoring, correction and control

- Documentation of standardized process manuals for Unsecured Loans which involves 6 differential process models (PL / BL / Education Loans / Elite Loans / Insta loans / Gen NEXT) compliant to the ISO standard

- Monitoring process outages and control of defects (Data Entry Quality / CPV quality / CPV initiation lapses / PD lapses/ PAR Errors

- Re-Engineer processes to deliver competitive advantage in terms of more efficient and business processes at lower costs with no dilution in risk management

- Conceptualizing and implementing better process model design capable of a faster and lower cost credit delivery to the customer thereby resulting in competitive advantage by moving more business through these models.

Innovation & Strategy alignment - Devising scalable business models capable of delivering credit over a wider geography with minimal increase in processing costs viz. direct costs & manpower costs without diluting Risk Parameters.

- Constant improvements to make the process - leaner- by identifying and eliminating Non-Value-Adds to finally result in improving employee productivity. (System Auto Rejection / Moving towards paperless processing etc)

- Key strategic cross-functional initiatives for Retail Asset Customer Experience (RACE),

- Building a framework for Retail Loan offering on Net Banking.

Customer Service Enhancement Initiatives 

- Operationalize tactical initiatives for enhancing customer service (driving traffic to self-service / phone based servicing, Outbound SMS activity at various stages / events during customer life cycle) LOAN AGAINST GOLD 

- Lending Against Gold is a major focus business for the bank and is growing at a much faster pace overall in Retail Assets. Since the primary area here is Gold valuation across all branches on a Pan India level which is managed by values empaneled by the bank. Thus criticality comes in Valuer Management & Review. Also monitoring of Value Rotation is critical to ensure lowest risk to business.

- Measuring and driving performance delivery on TAT numbers within benchmarks set by the bank. This is a key to service differentiation with other competitors.

Cost Management - Monitor Cost across the Retail Credit Product segments to come up with ways to optimizing the same.

Regular Communication & Collaboration - To ensure all processes are adequately documented and meeting the requirements of the ISO standard for 33 sites for unsecured Loans.

- Entire Process Monitoring, measurement and control on all key parameters which results into Best in Class TAT,Best in Class Underwriting resulting in the lowest levels of loss to the bank.

- Adequate communication to ensure underwriting teams fully understand and are equipped for seamless implementation of processes.

- Ensure process adherence by the Line Underwriting unit to the documented processes across all 700+ operational locations in the country.

- Auditing of processes for adherence to the set standards.

- To ensure entire Valuer Management for Lending Against Gold business which involves Uniform Valuer Identification Process,Valuer Enrollment as per defined guidelines and Valuer Management across all Prime Branches across the country.