Head - Operations - NBFC

- Heading Operational activities for Home Loan - Affordable Segment and LAP frontend and Backend of Pan India entailing disbursements, banking, customer service, client management, branch expansion, vendor management & portfolio management.

- Strategizing and implementing processes across loan products to facilitate cost effective scalable operations, reduce TAT and provide competitive edge in business

- Orchestering collaboration amongst different departments such as Sales, Risk, Collections, Audit, legal and IT.

- Directed team for managing operations, customer service and admin. across branch, regional and centralized operations through supervisory layers.

- Responsible for Disbursed sanctioned loan files post audit of credit screens, pricing filters, dedupe & pre-defined documentation like KYC, product screen, adherence of legal/Technical/FCU policies, Legal documents, so on for streamlining operations

- Overall experience in performing periodical inspections, pre & post disbursement documentation & compliances, fund- outs, delinquency management through appropriate & timely repayments

- Set up new teams & operations, directed cross-functional teams using motivational leadership while monitoring performance & KPIs at individual and group levels.

- Monitoring overall functioning of processes, identifying improvement areas & implementing adequate measures through frequent branch visits, conductive reviews and coordinating with internal & external auditors

- Managing the interface with aligned business departments such as sales, risk, collections, finance & technology across the zone

- Identified, commercially negotiated and on-boarded external service providers i.e. files storage, digital payments, NACH Registration, Payment and collection banking, branch cash/ cheque collection agency, document archival, Courier agencies, stationery vendors, housekeeping vendors etc.

- Automation & System Enhancements (Handling of Change Requests in LOS & LMS).Identification of need for automation and work for system enhancement for improving the efficiency of the processes

- Monitored all relevant Management Information System data ensuring all issues have been resolved expediently

- Responsible for ensuring training is taking place. Organizing training for new employees on operations, policies & compliance

- Worked with other department heads to identify technology, resource and/or process needs

- Development of Manuals / SOPs / Guidelines for better compliance in the form of Branch Process Manual (BPM)