Piramal - Area Operations Manager - Housing Finance

Industry - Banking

Skills - compliance, underwriting,documentation

Job Type - Permanent

Job Title: Area Operations Manager

Business Unit: Piramal Housing Finance Pvt Ltd

Domain: Housing Finance

Location: Pune

Band/Grade: 2A

Group: HFC Operations

Degree of Travel required to: Moderate

Purpose of Job :

Piramal Housing Finance Pvt Ltd is looking for an Area Operations Head for its newly launched Housing Finance business (HL/LAP/CF). The person will be responsible for setting up the overall operations architecture (including collaboration in any tech implementations), developing processes, building & training capacity and ensuring effective & efficient processing within agreed TAT & service expectations and set up of effective performance measures to monitor and improve operations in his defined and assigned region

Key stakeholders :

External / Internal :

1. Customers

2. Vendors (FI/DV/Legal/Technical)

3. Internal auditors

4. Credit Bureaus

5. Technology partners

6. Banks

1. Sales Team for HFC

2. Credit team for HFC

3. Risk & Compliance team

4. Finance & Treasury team

5. Collections team

6. Product team

7. Legal team

Reporting structure :

Role directly reports to - National Operations Head

Positions that report into this role - Branch Operations Officer

Essential Qualifications :

- Post-graduate (MBA, CA preferred)

- 7-10 years management experience in Retail Asset Banking products, services and operations (preferably in private sector, HL & LAP/SME)

- Deep experience & understanding of retail financial services across NBFCs, banking

- Experience as founding member in any context will be a plus

Essential Skills & Experience :

- Experience in setting up of operations for retail asset products/ consumer banking/ insurance space

- Strong analytical, process engineering, project management and problem solving skills, including a thorough understanding of how to interpret business and operation processes

- Ability to build, coach and mentor high performance oriented teams

- Ability to work independently with senior leadership and management teams across business units

- Ability to lead and influence stakeholders to a common objective to accept and champion change

- Ability to work under tight deadlines and to prioritize conflicting and changing priorities

- Keen understanding and focus on risk, controls, compliance and regulatory framework

- Ability to establish strong partnerships with internal stakeholders and regional teams

- Strong customer focus and management of client expectations

- Strong interpersonal, leadership, advisory, influencing, persuasion and written/verbal communication skills

Values :

Knowledge :

- Expertise - we strive for a deeper understanding of our domain

- Innovation - we aspire to do things creatively

Action :

- Entrepreneurship - we are empowered to act decisively and create value

- Integrity - we are consistent in our thoughts, speech and action

Care :

- Trusteeship - we protect the interests of our customers, community, employees, partners and shareholders

- Humility - we aspire to be the best, yet strive to be humble

Key Roles/Responsibilities:

Set up of Operations for HFC:

- Alignment of Operations strategy to the Business Unit strategy for achievement of budget targets for the current year and next 5 years for the HFC

- Close interaction with Credit /Sales/ Product/IT and other key stakeholders -for understanding business plans and aligning deliveries with these plans.

- Set up and manage the operating architecture and branch and central processing center (CPC) processes across the HFC

- Define and institute process and service metrics for measurement and drive operations process and service improvements across all levels

Manage Operations and Customer Service

- Introduce and implement the best practices of business operations across all locations in the HFC

- Set up and continually improve operational systems, processes and policies in support of organizations mission - specifically, support better management reporting, information flow and management, business process and organizational planning.

- Manage and increase the effectiveness and efficiency of Support Services (e.g. contact center, collections, admin etc.)

Project management :

- Work cross functionally with internal partners to develop technological solutions and to adapt and deploy new technologies to drive efficiency, correct deficiencies, and build greater consistency in processes

- Prioritize and manage critical projects for implementation of LOS/LMS other technology enablement for the operating model of the HFC

- Lead the creation of Business requirements to feed into implementation/ projects. Assist in prioritization of projects based on available resources and business plans.

- Assist in UAT and testing of projects

Stakeholder and team management:

- Build a team and recruit Branch operations managers, credit processing centre (CPC) staff and other branch staff in line with the operating model requirements and business objectives

- To ensure the effective management of and communication with all retail staff and to ensure adequate staffing levels throughout the business to promote BAU and handle issues.

- Perform training for operations staff and measure and improve performance and productivity

- Help set up and lead Vendor due diligence, empanelment and payout processing of commissions for the services rendered

Process Improvement, Operational Responsibilities And Analytics

- Review and approve operational processes for branches/CPCs and any deviations. Create and manage all process documentation for relevant functions

- Champion customer service, process improvements in policies and procedures, and provide strategic recommendations for sustainable operations

Manage Audit/Risk and Compliance

- Partner with business for all Operational and Control requirements at all levels of operations

- Provide effective risk-based oversight over the operations of branches and processing centers, including the validation of the design and proper execution of controls

Contact - AYUSHA WAIKAR

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