Assistant Manager - Operations and Service

Location Name:

Job Purpose

Duties And Responsibilities

• To deep dive & analyze current customer grievances by checking samples of each complaint types.
• Identify IT issues/ Data errors/ Human errors/ Process lapse as root cause & process gaps for complaint types
• Recommend & execute the solutions through System changes (Validations Incorporation), Data curing / cleansing process set up (Data Enrichment Framework), Training (People Skill Enhancement), Process change/ improvements (SOP changes)
• Ensure implementation in collaboration with individual businesses, COE’s, & Technology team.
• Ongoing Monitoring of solutions implemented through Regular Exception Reports/ Control Charts, Sample Quality Checks, Internal Audit Framework
• Detailed RCA sharing with the SMT team/PMO team/Business Teams & discussion on proposed solutions
• Making follow up with internal stakeholders such as IT/PMO and other teams required as per Solutions implemented & further tracking
  

Required Qualifications And Experience

• Graduate Degree, 3-5 years’ experience in lending business Customer Service/ Operations Processes.
• Hands-on expertise on SFDC/Finnone/CRM
• Applicant should be well versed with various MS Excel knowledge
• High degree of passion and self-belief
• Collaborative work style to engage with peers & colleagues in other functions across the company
• Exceptionally high motivational levels and a self-starter.
• Should have good written and verbal communication skills
• Should possess the below skill sets: Team Management Skills, Relationship Management skills, Excellent Communication & Interpersonal Skills, Negotiation Skills & influencing skills, Analytical & Problem Solving skills