Vertical Manager - Loan Servicing and KYC Management
Hiring for a well known NBFC
Location : Thane
Job Purpose :
- The purpose of this job is to define the operations roadmap in order to support business expansion and growth in a timely and cost efficient manner.
- The role holder will establish processes and service standards for loan processing across the branch network and also institute controls to mitigate operational risks.
- The role will drive adherence to internal and regulatory compliances and drive/ implement technology adoption, as relevant, in order to increase operational efficiencies.
- The role holder will be responsible for recruiting and developing a team of qualified professionals in order to deliver business outcomes.
Key Result Areas :
1) Loan Servicing , Closure, Insurance Operations and Query Resolution Desk :
- 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 and authorise all escrow instructions
- 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
2) 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.
3) Compliance Management & Reporting :
- Drive adherence on all policies and processes related to loan servicing and Closure/Settlement within the team
- Ensure timely submission of data as per the audit calendar and any remedial actions as a fall out of audit are taken to closure
- 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
- Ensure regular updation of the RCMs
- Coordinate with auditors and compliance wherever required to smoothen out any issues related to RCM testing and audits
4) Stakeholder/ Vendor Management :
- Ensure communication and rapport with relevant stakeholders in the Business, Risk, Collections, IT and Service functions
- Engage with the above stakeholders to address process improvements and operational risk areas as the case may be and identify solutions
- Engage with multiple partners to evaluate and continuously improve processes and relationships
5) People Management :
- Attrition control and employee retention
- Motivate the team and instill 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
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