Head - Central Operations - NBFC

Head - Central Operations

Our client is a Pune based non-banking financial company.

Position vacant : Head Central Operations

Location : Pune

Education and experience : Required for this role is post graduate with minimum 6 to 8 years of work experience in the banking and lending domain. CAIIB certified candidates from the Indian Institute of Banking would be preferred

Required Skills : The skills required for this role are strategic orientation, business acumen, goal orientation, working effectively with the teams, interpersonal and influencing skills

Job Purpose :

- The purpose of this job is to set up and oversee and ensure efficient centralized processes for the organization thereby resulting in accountability and control.

- The role will drive timely and accurate reporting of transactions processing.

- The role involves coordination with internal as well as external stakeholders, ensuring timely updation of systems and looking into process reengineering/ enhancements to existing systems.

-The role would include life cycle repayment management of the loans at an enterprise level. The activities would involve repayment instrument management as well presentations across diff LOB's

- The role holder will be responsible for recruiting and developing a team of qualified professionals in order to deliver business outcomes.

Job Context :

Key Aspects :

- Role will include management of large number of transactions post disbursal within defined TAT. Management of internal as well as external audits.

- The Role is responsible for managing the following centralized processes of Operations

- Loan servicing post disbursement

- Vendor management and DSA Payout

- Banking and collections activities

- Insurance Activities

- Monitoring internal GLs and to ensure non exception

- Monitoring any customer escalation and complaint ensuring timely revert

- The Role is responsible for overseeing operations across all the above critical processes as well as ensuring timely and cost efficient distribution of resources.

- The role holder acts as a point of escalation on high level transactions and deals with exceptional cases of delinquency.

- He is responsible for all aspects of internal and external operational compliance, audit management and reporting from process standpoint.

Key Challenges :

- Identify and re-engineer processes on an ongoing basis and take corrective action in a timely manner without disrupting regular business operations

- Ensure cross training and utilization of resources for appropriate load balancing when encountered with increase in volumes across particular processes or segments.

- Be up to date in the knowhow of the industry and the latest changes in the payments governance from RBI & NPCI perspectives.

Key Result Area :

1. Repayments Operations Management :

- Repayments Operations Management o Review department processes in terms of transaction volumes, manpower allocation, Performance against standards

- Ensure that the best infrastructure and technology is made available for the team to run day to day operations

- Empower the team to take critical day to day decisions pertaining to the processes

- Oversee all aspects of the transactions within the processes and ensure timely and accurate transaction processing

- Act as the point of escalation on critical customer complaints and authorize all escrow instructions

- Assist team on critical escalation cases and provide guidance to their resolution

- Ensure reviewed and approved BCP framework is in place as readiness towards any unforeseen disruption

2. Process Improvements & Technology Enablement

- Constantly revise process standards and timelines for transaction processing in line with business and customer needs and objectives

- Pre- plan for any infrastructure & services requirement based on business requirements

- Proactively identify an process gaps and ensure resolution at an overall (process, people and function) level

- Identify enhancement/ upgradation opportunities in existing systems for implementation or identify and suggest new systems suiting process functionality and requirements

- Initiate/ Lead projects related to improvement of processes, technology and quality to derive significant tangible benefits and contribute to the overall function improvement.

3. Compliance Management & Reporting

- Drive adherence on all policies and processes related to loan servicing and repayments within the team

- Ensure timely submission of data as per the audit calendar and any remedial actions as a fall out of audit are taken to closure

- Track performance metrics, defect ratio and SLAs and identify trends/ patterns that need to be addressed in order to drive greater efficiencies

- Oversee timely reporting and circulation of various MIS to relevant internal stakeholder groups

- Ensure regular updation of the RCMs

- Coordinate with auditors and compliance wherever required to smoothen out any issues related to RCM testing and audits

4. Stakeholder/ Vendor Management

- Ensure communication and rapport with relevant stakeholders in the Business, Risk, Collections, IT and Service functions

- Engage with the above stakeholders to address process improvements and operational risk areas as the case may be and identify solutions

- Engage with multiple Banking partners to evaluate and continuously improve processes and relationships

- Work closely with key individuals within banking on streamlining processes related to Processing and Cash Management Services

5. People Management :

- Attrition control and employee retention

- Motivate the team and instil the DNA of continuous improvement

- Plan employee engagement activities to be executed within the team

- Implement technology products and services that will improve productivity and efficiency of end users

6. Insurance Operations :

- Responsible for the supervision, training, and performance of the Insurance Operations staff in accordance company policies and procedures.

- Responsible to support and promote company policies and procedures to the company's business clients, insurance carriers, providers, vendors and contractors.

- Consistent with the management level of responsibility held by the person in this position and as part of the performance evaluation of this position, such person shall be expected to support and promote company policies and procedures to departmental staff and other staff members of the company.

- Responsible for proposing and implementing cost effective solutions for the efficient and effective operations of the department.

7. Loan Servicing :

- Loan Servicing o Review department processes in terms of transaction volumes, manpower allocation, Performance against standards

- Ensure that the best infrastructure and technology is made available for the team to run day to day operations

- Empower the team to take critical day to day decisions pertaining to the processes

- Oversee all aspects of the transactions within the processes and ensure timely and accurate transaction processing

- Act as the point of escalation on critical customer complaints and authorize all escrow instructions

- Assist team on critical escalation cases and provide guidance to their resolution

- Ensure reviewed and approved BCP framework is in place as readiness towards any unforeseen disruption

8. Relationship Management for Vendors & Outsourced Partners

- Relationship Management for Vendors & Outsourced Partners - Strategically plans and manages all interactions with a vendor from selection, to providing product/service thru transitioning/closure

- Monitors and works with vendor to improve performance as needed.

- Manages and supports the delivery of contracted services

- Manages the vendor relationship, serves as a single point of contact to leverage economies of scale and avoid duplication.

- Reviews, negotiates and executes business and service terms of vendor agreements to maximize operational and financial performance, while reducing operational, compliance and associated risks

- Ensure appropriate legal review of any given agreement in collaboration with service owner & relationship manager.

- Facilitates & Implements a periodic review of the vendors

- Provides advance notice of risk, an impact analysis and options to avoid, mitigate or transfer risk.

- Researches and prepares vendor related data and reports that support overall vendor management.

- Manages Monitors strategic vendor engagements & partnerships, day-to-day operations associated performance, product/services, including deployment, usage tracking and billing, quality & compliance

9. Vendor/Outsourcing Governance Framework creation

- Facilitate the development and implementation of governance framework, Monitoring of TAT, SLAs other KPIs, Financials, Training, Quality, Legal, IT related, escalations and other associated aspects are met and complied on a regular basis

10. Vendor/Outsourcing Governance Performance Management

- Ensuring adherence to Performance metrics, Risk & Compliance, quality, training through regular reporting with the stakeholders.

- Conducting Monthly Performance & Quality Reviews with the business partners and Periodic reviews with the key stakeholders