Head - Operations - LAP & Mortgage

Job Description:-

(A)Customer Delight- 25%

1. Effectively manage the team to Enhance & Ensure Customer Delight.

2. Ensure his delivers Fast and Right Solutions to the customers given within TAT.

3. Ensure all Customer Processes are to be completed within TAT.

4. Effectively manage the Customer Grievances by ensuring the trigger to appropriate authority.

5. Monitor Customer Satisfaction Ratings and ensure continuous improvement.

(B)Process Design & Improvement - 35%

1. To develop, plan and execute operational procedures for all functions for continuous process efficiency.

2. Design the Roll Out the Ops Manual.

3. Ensure the key deliverables of the high impact area projects defined by the business are met through seem less execution of activities and robust monitoring mechanism in the initial phase.

4. Drive regular improvements within the scope of Ops activities.

5. Liaison with Vendors and other agencies to ensure smoothening of ops processes and policies.

6. Drive and Ensure compliance to all Operations documents like manual, process notes and circulars issued from time to time.

7. Ensure resolution of all customer queries & complaints through team within decided timeline.

8. Track all complaints and initiate action wherever required.

9. Do periodical review of the correct execution of Ops processes in branch.

(C)Operations Management- 25%

1. Manage day to day business operations.

2. Ensure timely and accurate delivery of ops and business MIS to the stakeholders.

3. Designing and executing a efficient banking & Disbursement process.

4. Responsible for designing the process of RMU.

5. Designing and Execute a robust Loan & PD management system.

(D)Team Management - 15%

1. Drive and establish a strong performance culture through inspiring, motivating and consistent Performance Management discipline.

2. Strategize and develop talents within department through Succession Planning.

3. Identify Training Needs of resources on an ongoing basis.

4. Enhance Retention of Talent.

5. Responsible for driving the other key initiatives through the team.

Rohit Sharma
Contact: 9810219715