Manager - Operations and Service

Location Name:

Job Purpose

• Managing the processing of Two-Wheeler business disbursement process. Publishing & tracking of MIS.Culture Anchor:Work Hard - Consistently puts in effort. plans and tracks daily progress to achieve targetsExecute with Rigor - Takes responsibility for meeting targets with focus and effortOwn It - Maintains honesty and fairness in all interactions in line with organization’s policiesAct with Integrity
  

Duties And Responsibilities

• Driving the QC process of Two Wheeler business for cases submitted to Ops by sales through the QC users in Branches
• Ensuring timely completion of the QC process with desired quality
• Tracking the document movement from Sales to Branch Ops to Back-office
• Coordinating with the back office team to ensure the documents are delivered at the out-sourced partner for further processing and storage
• Engaging & Liaison with PMO & IT. to provide resolution of the issues / escalations raised by branches
• Publishing & Tracking of multiple MIS on set frequency and for better control over each activity
• Communication / new process download to branches
• Follow up with internal stakeholders such as IT/PMO for AOP project delivery, System enhancement
• Communication / new process download to branchesMonitoring and Tracking:
• Tracking MIS on Quality of file processed, issued reported and follow up to ensure high standards are achieved and maintained.
• Formally assesses branch management during visits on both functional and location control parameters.
• Ensuring focus on each branch to ensure all branch targets are met
• Maintaining manpower count as per guidelines and alerts regional managers in case of abnormal counts
• Forecasts manpower requirements and recommends hiring or downsizing accordingly.
• Monitoring compliance and audit reports to ensure closure and implementation of preventive measures.
• Ensuring policy and process adherence for all products and services.
• Tracking the document movement from Sales to Branch Ops to Back-office
• Publishing & Tracking of multiple MIS on set frequency and for better control over each activityBranch Support:
• Trouble shooting issues arising while processing cases at the branch level & Escalates unresolved change management issues
• Taking teams and own ideas and suggesting improvements in the current process.
• Providing regular feedback to Regional Managers on credit process/policies/local markets on regular basis
• Encourages pro-active measures of team members, including product-related education to operations team
• Clarifies to Sales and Operations the changes in policies and processes - helps resolve issues
• Working closely with the hiring team for ensuring closure on hiring.
• Working closely with other cross functional teams for required support and escalations.
• Co – Ordinating with branches to ensure proper implementation of policies and train them on new processes 4. MAJOR CHALLENGES(Challenges faced on an on-going basis in carrying out the job)
• Should possess the below skill sets: -Team Management Skills, - Relationship Management skills, - Excellent Communication & Interpersonal Skills,- Negotiation Skills & influencing skills, - Analytical & Problem Solving skills
• Communication to employees on frequent policy changes
  

Required Qualifications And Experience

• Qualifications
• Graduate DegreeWork Experience3-4 years’ experience in lending business with 1+ years in Branch OperationsHands-on expertise on SFDC/FinnOne/CRM Applicant should be well versed with MS Excel & PowerPoint knowledge Collaborative work style to engage with peers & colleagues in other functions across the companyExceptionally high motivational levels and a self-starter.Should possess the below skill sets: -Team Management Skills, - Relationship Management skills, - Excellent Communication & Interpersonal Skills,- Negotiation Skills & influencing skills, - Analytical & Problem Solving skills