Vice President - Consumer Lending - Small Business Origination

JOB Role:

- To lead the team, develop and embed a culture of customer centricity, effective delivery and continuous improvement in the assessment and fulfillment functions of Small Business Origination

- Deliver the desired customer experience by adopting a positive relationship-based, customer centric approach that demonstrates passion for identifying and prioritizing the needs of customers to improve customer experience

- The role has overall responsibility/accountability for delivery of lending decisions, service levels and staff efficiency in all aspects of the assessment and fulfillment of Small Business in Bangalore

Responsibilities-

- Delivery of responsible lending decisions and funding through the chain of Small business origination. Deliver strategic projects like Integration of assessment functions into SBOS / PEGA. Work collaboratively with Frontline to improve - Time to Decision- . Continuously look for opportunities in the life cycle of the lending process to simplify and improve service levels. Enhance stake holder relationship and collaboration to deliver consistent customer outcomes. Ensure consistent service delivery in a constantly changing environment.

Financial: Meet annual operating plan targets, including stretch. Develop and deliver to the annual business plan including financial and strategic priorities

Customer: Ensure consistent delivery of service to defined process and service levels. Drive initiatives to continuously improve quality, reduce errors, and efficiently improve the customer experience. Build, manage and influence key stakeholder relationships across a number of geographies. Champion customer centricity and embed into all processes and interactions

Process: Explicitly drive convergence with global best practice and simplify to deliver benefits in cost, quality and customer experience. Maintain a high level of credit quality linked to manual assessment decisions. Ensure structure and processes are scalable to volumes and drive continuous improvement in performance excellence, to deliver the financial plan and create capacity. Effective implementation of any change linked to product, process, people or technology

People: Build a capable, engaged, diverse workforce with a high performance culture. Develop and manage the performance of the team aligned with- competencies and values and build strong succession. Develop workforce capability and change management competence to support Hubs strategy and growth. Develop a flexible cross skilled workforce to efficiently manage business volume variation and change