Vice President - Operations Leader - New Customer Engagement - BFSI

New Customer Engagement - Operations Leader ( Vice President)

Our client - A leader in the financial services industry, providing banking, mortgages, credit cards, loans, payment processing and investment services.

They :

- Serve 21 million households with consumer banking relationships

- Lent $17 billion to small businesses in 2011

- Are one of the nation's largest credit card issuers, with more than 64 million credit cards in circulation

- Service 8 million mortgage and home equity loans

While they operate across a broad range of businesses, their mission is quite simple: to be the industry leader in customer service.

The organisation is great place to work.....requires Operations leader.

The Role :

Leadership and accountability for 200+ employees including Team Leaders, Lending Analysts and support team.

Detailed Role & Responsibilities :

- The primary responsibility of this individual would be to assess and drive innovative approaches/changes to strategies, policies, practices and controls for the New Customer Engagement (Lending) team.

- Analyze and interpret key metrics/reports to identify and effectively resolve issues. Deliver an exceptional experience for our customers while eliminating regulatory risks. Build a high performing workforce in a dynamic and fast-paced environment.

Specifically, the individual will :

Performance Management :

- Ensure proper guidelines, procedures are established to resolve process gaps quickly and effectively for our customers.

- Be responsible for continually evolving the processes through bench marking, innovation, process improvement and best practice sharing.

- Ensure compliance to established regulations by having a proactive approach. Ensure that employees have the necessary tools and focus to adherence to compliance guidelines.

- Set innovation in training and development practices.

- Measure and manage high standards of performance across the Lending Operations team within Mumbai and contribute to the overall business objectives.

- Plan and manage the group's performance on the Score card metrics and look for methods to constantly exceed expectations.

- Manage projects within defined metrics and timelines.

- Work with cross LOB and cross functional partners to identify synergies that could improve the process

- Extensively interact and closely work with various stakeholders within or outside Lending.

People Management :

- Responsible for management of Engagement, Attrition and ESAT for the function.

- Create and sustain an environment that motivates high performance, recognizes and rewards excellence of individuals and teams, and results in employee commitment.

- Promotes transparency in Communication and builds an atmosphere of mutual trust and cooperation.

- Takes proactive measures in promoting employee development and growth.

Business Leadership :

- Leverage expertise and build collaborative relationships with the broad Lending services Team and the overall CCB team.

- Discuss and improve on Training and Learning opportunities in coordination with the training team and HR.

- Consistently look for innovative ways to improve on productivity, motivation, cost savings and development of employees. Provide timely direction on strategic changes within the business and help align the focus of resources to the same.

- Leverage on the expertise of teams within the site and other sites to improve overall performance.

- Make appropriate and fact based decisions with available information when under pressure and/or adverse conditions.

- Effectively manage the annual operating budget.

- Demonstrate working knowledge of key financial concepts.

- Strong analytical and problem solving skills.

Personal Leadership :

- Continues to pursue objectives until they are achieved, changed, or no longer attainable.

- Serves as a role model for others regarding appropriate business conduct and ethical principles.

- Keeps emotions under control when facing adversity.

- Interacts effectively with varying levels of management and customers with different backgrounds and perspectives.

- Adapts own position/decisions/strategies based on changing information and/or circumstances.

- Applies procedures with flexibility, depending on the individual situation.

- Demonstrates a comfort level with the rapid pace of change in the organization, technology, and/or marketplace.

Qualifications :

- Bachelor's degree from an accredited college/university; Master's degree preferred

- 12+ years of experience in managing large operations teams

Should you have the relevant qualifications mandated above and are interested and feel free to give Deepti of KayZenGroup a call on +91 9825312023