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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