Propelld - Head - Operations

Purpose:

- The purpose of this job is to set up and oversee and ensure efficient centralized NBFC processes for the organisation thereby resulting in accountability and control.

- The role will drive timely and accurate reporting of transactions processing. The role involves coordination with internal as well as external stakeholders, ensuring timely updation of systems and looking into process reengineering/ enhancements to existing systems.

- The role would include life cycle repayment management of the loans at an enterprise level. The activities would involve repayment instrument management as well presentations

- Responsibilities include handling back end and front-end operations, disbursement of loan, customer service, Legal, technical and Admin functions.

- Responsible for all aspects of internal and external operational compliance, audit management and reporting from process standpoint.

Key Result Areas:

Repayments Operations Management:

- Review department processes in terms of transaction volumes, manpower allocation, Performance against standards

- Ensure that the best infrastructure and technology is made available for the team to run day to day operations

- Empower the team to take critical day to day decisions pertaining to the processes

- Oversee all aspects of the transactions within the processes and ensure timely and accurate transaction processing

- Act as the point of escalation on critical customer complaints

- Assist team on critical escalation cases and provide guidance to their resolution

- Ensure reviewed and approved BCP framework is in place as readiness towards any unforeseen disruption"

- The role holder acts as a point of escalation on high level transactions and deals with exceptional cases of delinquency.

- Process Improvements & Technology Enablement:

- Constantly revise process standards and timelines for transaction processing in line with business and customer needs and objectives

- Pre- plan for any infrastructure & services requirement based on business requirements

- Proactively identify an process gaps and ensure resolution at an overall (process, people and function) level

- Identify enhancement/ upgradation opportunities in existing systems for implementation or identify and suggest new systems suiting process functionality and requirements

- Initiate/ Lead projects related to improvement of processes, technology and quality to derive significant tangible benefits and contribute to the overall function improvement."

Compliance Management & Reporting:

- Drive adherence on all policies and processes related to loan origination servicing and repayments within the team including KYC compliance of customers

- Track performance metrics, defect ratio and SLAs and identify trends/ patterns that need to be addressed in order to drive greater efficiencies

- Oversee timely reporting and circulation of various MIS to relevant internal stakeholder groups

"Stakeholder/ Vendor Management":

- Ensure communication and rapport with relevant stakeholders including addressing process improvements

- Engage with multiple lending partners to evaluate and continuously improve processes and relationships for collection & repayments

- Work closely with key individuals within team on streamlining processes related to processing and Cash Management Services

People Management:

- Motivate the team and instil the DNA of continuous improvement

- Plan employee engagement activities to be executed within the team

- Implement technology products and services that will improve productivity and efficiency of end users

- CA/MBA/PG with 8+ years of experience. Experience in NBFC set-up is one of the prerequisites.