Piramal Housing Finance - Regional Operations Head

Industry - Banking

Skills - Operations, Disbursement, audit, compliance, document, loan

Job Type - Permanent

Job Description - Job Title: Regional Operations Head

Business Unit: Piramal Housing Finance Pvt Ltd

Domain: Operations

Location: Pune

Band/Grade: 3A

Department; Group: HFC Operations

Degree of Travel required to: Moderate

Purpose of Job

Piramal Housing Finance Pvt Ltd is looking for Regional Operations Head for its Mortgage Finance business. The person will be responsible for setting up the overall operations (including collaboration in any tech implementations), 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 geography in the 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

Positions that report into this role

Zonal Operations Head

Hub Operations & Branch Operations

Essential Qualifications

- Bachelor of Commerce

- Post-graduate (MBA-Finance, CA preferred)

- 10-12 years of management experience in Retail Asset Operations, Banking and Services (preferably in private sector, HL & LAP/SME)

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

- 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 under Hub and Spoke model

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

- Possesses strong quality drive - Ability to achieve close to 100% Accuracy and Turnaround time in processing transactions

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

- Ability to work independently with across business units

- Ability to lead and influence stakeholders to a common objective to accept and manage 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

Impact

- Performance - We strive to achieve market leadership in scale and profitability, wherever we complete.

- Resilience - We aspire to build businesses that anticipate, adapt and endure for generations.

Key Roles/ Responsibilities:

Set up of Operations for Hubs & Spokes:

- 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

- Manage end to end Hub and Branch Operations

- Implement 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 region - activities of Credit Operations, Disbursement, Post Disbursement, Banking, Customer Service and Accounting of Branches & Hubs

- Achieve accuracy and turnaround time as per service level agreement and defined processes

- Achieve optimal productivity of Operations staff and improve it with passage of time

- 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 IT team to deploy new technologies to drive efficiency, correct deficiencies, and build greater consistency in processes

- 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

- Report, track and resolve system bugs

Stakeholder and team management:

- Build a team and recruit credit operations and branch operations staff in line with the operating model requirements and business objectives

- To ensure 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 operational processes for branches and hubs

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

Manage Audit/Risk and Compliance:

- Partner with business for all Operational and Control requirements

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

- Bachelor of Commerce

- Post-graduate (MBA-Finance, CA preferred)

- 10-12 years of management experience in Retail Asset Operations, Banking and Services (preferably in private sector, HL & LAP/SME)

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

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

Contact - AYUSHA WAIKAR -

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