- The role holder is responsible for managing the centralized credit operations for SFL.

- The role holder is expected to ensure smooth day-to-day functioning of the credit evaluation process and ensure that all applications are processed within the specified turnaround time.

- Responsible for analysing the process flow and identify redundancies and streamline the credit evaluation process.

- Provide guidance to the team in handling exceptions and difficult cases from time to time.

- Work in tandem with the ORM team to ensure that all risk mitigation initiatives are implemented and periodic audits are conducted to maintain optimum portfolio quality.

ROLES AND RESPONSIBILITIES:

- Ensure smooth functioning of the credit evaluation operations for various regions.

- Analyse the current work process and continuously look for way to improve the turnaround time by streamlining the processes as appropriate.

- Reassign resources (manpower) to manage bottlenecks during peak volumes.

- Collaborate with the ORM team for policy making and arriving at SLAs for each process.

- Receive guidance from the ORM and OSM team on risk management and risk mitigation initiatives.

- Liaise with Sales and Marketing Head and Collections Head to ensure NPA is within stipulated limit.

- Lead and guide the Regional Managers.

- Develop work schedules and plans for region wise credit teams based on analysis of projected stock on hire volume.

- Ensure effective communication of work plans and allocation of targets for each team.

- Put in place a monitoring and review mechanism / process to track productivity, turnaround time etc.

- Measure effect of process improvements.

- Analyse the performance of the credit teams against plan and productivity.

- Provide guidance to the credit team leaders in addressing non-standard issues.

- Based on audit results and non-compliance / areas of improvements identified, implement process changes and ensure adherence.

- Ensure effective problem solving and institutionalise learning from the problems encountered on a continuous basis.

- Seek feedback from the internal customers (sales, CARP, RCU & Collections) on the performance of the team - turnaround time, quality and errors etc.

- Work along with the regional managers to train branch staff / marketing officers / back office staff to capture key customer information accurately to avoid delay in processing time.

- Ensure constant and concerted communication between credit operation team and sales and marketing team with respect to areas of improvement / critical feedback on customer profiling and applications

- Incorporate feedback from both external and internal customers to improve service delivery.

- Ensure that customer queries are handled effectively and on time.

- Drive customer service orientation in the team.

- Ensure goal setting and performance management of the team.

- Coach and guide the team leaders on man management, supervision and problem solving

- Resolve conflicts within / between team

- Ensure that the team is adequately trained on the process and seek to upgrade the skill sets of the team.

PERFORMANCE PARAMETERS AND INDICATORS:

- Performance Parameters (KRA) Performance Indicators

- Turn Around Time Target vs. actuals

- Non-Performing Asset % Target vs. actuals

- Process Adherence Audit rating

- Resolution of Customer Complaints Number of complaints resolved

- Compliance and statutory aspects As per Risk Management framework specified by ORM

KEY WORKING RELATIONSHIP:

INTERNAL PURPOSE:

- Head SFL - Monthly & Annual review

- Sales & Marketing Head - Handling of exceptions

- Collections Head - Review of NPA accounts

- ORM Team - Implementation of policies / risk mitigation framework

- Periodic audit

CARP / RCU - Clarifications

- Vehicle Assessment report

EDUCATION/ CERTIFICATION

- Post-Graduate qualification.

MBAs preferred

FUNCTIONAL KNOWLEDGE, SKILLS, ABILITIES AND EXPERIENCE Experience

- 12 - 14 years of experience in the financial services industry

- Minimum of 5 years of experience in vehicle refinance industry

- Must have managed credit appraisal teams / clusters at a regional level

- High skills in people management and coordination tasks

- Hands on experience in retail finance credit process analysis and streamlining & low level policy framing.

- Business acumen and proven abilities in leading and managing people at all levels within the organization

Knowledge:

- Knowledge of Vehicle refinance industry

- Good knowledge of credit appraisal process and procedures

- Working knowledge of Microsoft Office

Skills and abilities:

- Good Communication skills

- Eye for detail

- High levels of process orientation

- Ability to work effectively under pressure

- Excellent team building and leadership skills