Head - Alternate Channel

Key Job Responsibilities

Identify, analyse, and execute the deployment of alternate sales channels

• Responsible for identifying, analysing, launching & ensuring uninterrupted function of all new alternative distribution channels which include Agri channel, SHG, partnership, and any other Financial Services.
• Ensure & monitor all operational & backward process of alternate channel and all new projects / initiatives.
• Develop & grow Alternate Financial Services of the organisation by making a robust business plan, drawing an effective road map & coordinating with different stakeholders, partners, key vendors, and multiple business & technical teams.
• Ensure organisation s investment in the growth of Alternate channels result in occupying the lead role & sizeable market share.

Manage & Supervise Alternate Sales Channel

• Establish & maintain a very healthy relationship with key stakeholders, regulators, different agencies, service providers in the advancement of Financial Inclusion with sustainable competitive advantages.
• Identify the associated risks, formulate risk mitigation process, deploy effective internal control mechanism, ensure regulatory compliance, fraud detection and follow social & environmental responsibilities in implementing & operating alternate channels.
• Oversee a team in managing the daily transaction processing of loan applications in respect of various loan products in full compliance with the internal standards and external regulatory requirements
• Monitor daily operations to ensure a free flow process, and supervise the execution of daily tasks
• Oversee the processing of centralized loans and other activities to ensure due process, accuracy and accountability are followed
• Ensure team adheres to correct updating of loan amounts in system post sanction and post receipt of documents and after verification of all sanction terms, deferrals, waivers, KYC related to facility documentation / sanction conditions
  

Mange and build business continuity through internal and external customer

• Mentor, coach and provide regular feedback to the team and create a pipeline of future team leaders 1
• Continuous evaluation of processes to reduce cost per transaction through process improvements, automation, or outsourcing
• Enhance customer experience by reviewing performance of key activities of branch operations which has an impact on overall customer experience.
• Drive SLA adherence across touch points & improve resolution %.
• Enhance existing workflows including automation to avoid manual dependency.
• Create Standard Operating Procedures for all customer requests and complaints across touch points.
• Facilitate training programs on CRM usage to branch team.

Knowledge, Skills & Attributes

• Digital Leadership
• Strategic Planning
• Analytical Ability
• Policy & Product implementation
• People Development Attract and retain best in class talent for key roles through training & mentoring