Job Description
Role Accountability
- Manage branch relations for branch validation inputs having an annual volume of 15 Lakh applications
- Provide UAT support for New Product & policy initiatives of the organization which helps in faster rollout of new products & rule changes ,incumbent shall have a pivotal role in driving organizational changes on pre acquisition systems .
- Lead Key Initiatives / programs that impact key stakeholders like Credit & Sales
- Collaborate with various internal groups to understand business requirements, implement new processes ,collaborate with IT for seamless execution of UAT process
- Engage with Partner Banks for application volumes forecasting per month & delivery which can help in ensuring maximising sales throughput & accounts booking in same month for the business
- Drive productivity initiatives through system changes
- Manage various team dynamics & responsible for teams carrer path ensuring consistency in operations in line with business goals & objectives
- Collaborate internal stakeholders to drive efficiency in account boarding processes which can lead to elimination / reduction of process re-work , customer complaints & increase FTE productivity, this shall have a direct impact on organisations profitability & CSAT scores
- Maintain billing & provisioning of Branch Validation process
- Ensure process documentation and compliance adherence
- Manage address tagging volume of 20 Lakh applications per annum
- Manage multiple teams of agency to achieve desired accuracy , productivity & TAT as per process SLA
- Raise pro-active alerts in case SLAs are not met and taking regular training sessions to improve accuracy levels
- Develop a operating rhythm with vendors which ensures smooth running of operations 24X7
- Manage and coordinate with vendor for headcount requirements & ensure availabilty as per volume projections received from Sales teams
- Build a roboust Training & Feedback mechanism with vendors which ensures new agents are adequately trained & get requisite feedbacks once they begin production , Training & Coaching of users as per credit policies & also ensuring any updations or changes are also passed on to all agents real time basis
- Create a rewarding work envoirment for agents on production by liasoning with vendor which shall ensure outsourced staff is aligned to broader process & organizational objectives of process quality & faster TAT
- Monitor, control & constantly improve vendor operations complaince standards towards Information security guidelines issued by the organisation , incumbent shall be the first person responsible for driving these critical controls at vendor premises
- Enable outsourced staff production rights & monitor them till complete life cycle of an agent
- Ensure monthly provisioning & timely clearance of vendor bills as per vendor contract
- Ensure process documentation and compliance adherence
Measures of Success(Define the Outcomes expected of the role)
- Adherence of statutory Compliance - Zero Escalations/Penalties
- Adherence to new program launch guidelines rolled out by Credit function
- Adhere to branch validation TAT (P90 - 2 days)
- No adverse observations in internal/external audits
- Voice of Customer
- Process adherence as per MOU
Technical Skills / Experience / Certification (If Any)
- Knowledge of Origination process/tools
- Understanding of credit policy framework
Competencies critical for role with High Proficiency
Analytical Ability
Innovation & Problem Solving
Detail Orientation
Process Orientation
Key External Stakeholder(s)
RBI , External Auditors
Key Internal Stakeholder(s)
Sales , Credit , Risk , IT & Customer Service
Must have Qualification
MBA Graduate in any discipline
Over All experience in role
6-9 years of post qualification experience
Relevant Experience with respect to the role
3-5 years of experience in credit underwriting with experience of managing large distributed in-house and outsourced teams
Preferred Industry(If Any)
BFSI
