Unit Head/Senior Manager/AVP - Wholesale Operations - NBFC

OBJECTIVE

To be the driving force and strategize high efficiency and consistent delivery levels throughout the Wholesale - Operations Lifecycle by optimization of Resources and Processes with a focus towards Customer Delight and to establish Operational Excellence.

KEY RESPONSIBILITIES 

Customer Delight

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

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

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

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

- Monitor Customer Satisfaction Ratings and ensure continuous improvement.

Process Design & Improvement

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

- Design the Roll Out the Ops Manual.

- 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.

- Drive regular improvements within the scope of Ops activities.

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

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

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

- Track all complaints and initiate action wherever required.

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

Operations Management

- Manage day to day business operations.

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

- Designing and executing an efficient banking & Disbursement process.

- Responsible for designing the process of RMU.

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

Team Management

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

- Strategize and develop talents within department through Succession Planning.

- Identify Training Needs of resources on an ongoing basis.

- Enhance Retention of Talent.

- Responsible for driving the other key initiatives through the team

YEARS OF EXPERIENCE 3- 5 years Purely Wholesale Operation Experience

QUALIFICATION MBA (Good B School)

TECHNICAL & FUNCTIONAL REQUIREMENTS Technical

- Knowledge on Financial Software.

- Good knowledge of Banking & Operations

- Excellent Excel Skills

Functional

- Can work under compressed deadlines.

- Ability to foster a competitive and fun culture among the team.

- Ability to communicate and convince the customers.

- Ability to initiate and close things on priority.

- Culture Fit.