As Valocity continues to grow in India, we need to ensure our valued customers are supported with their activation and onboarding and nurtured, and that we continue the innovation journey with them.
We are looking for a motivated and driven Assistant Operations Manager who has a clear understanding of the Valuation process in mortgage lending, understands the complexity of managing a large ecosystem of users and valuers and strong relationships in the market with Valuer community.
Key Responsibilities:
Engage with key customer users to understand their business and technical goals for using Valocity and understanding their activation, onboarding, and training needs. Build strong and effective relationships with them.
Advocate customer business use-cases to product development team
Define and track key performance indicators for the customer onboarding process and ongoing platform monitoring and usage.
Oversee the regular governance reporting for each client, report on customer onboarding status and customer satisfaction levels.
Lead onboarding implementation and training throughout the onboarding process as required.
Communicate effectively between Valocity and our customers as to what needs to be done, by whom and when and ensuring regular updates on progress.
Build system and processes to deliver customer support in the most efficient and effective way, leverage technology to deliver the customer experience.
Build relationship with Valuer community.
Support product team with feedback from Valuer community to help enhance the platform to the next level of innovation.
Work with Marketing to build the best possible solutions to impart training and build awareness of the platform.
Provide support for marketing activities to create awareness amongst target group, manage valuer profiles on Valocity, screening applications of valuers who wish to get registered on Valocity Platform.
Leverage data and analytics to drive efficiency, identify gaps and monitor progress.
Key Requirements:
2+ years plus experience in a Valuer Management/ Valuation process.
Success in deepening relationships with Valuer/ Lenders resulting in increased revenue and services bought by the customers.
Experience in leading customer onboarding / support teams with demonstrable understanding of best practice.
Experienced in developing and implementing new systems and processes in a fast-moving environment.
Experience in managing the Valuers across geographies and understanding of the Valuation process in mortgage lending.
Experience managing an Onboarding and/or Product Support function and team at a global SaaS software company.
Superior problem solving and resolution skills to solve challenges during the customer lifecycle in order to instill trust and account growth from our customers as well as retention rate.
