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Muthoot FinCorp (MFL)
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SENIOR EXECUTIVE - CENTRAL OPERATIONS

SENIOR EXECUTIVE - CENTRAL OPERATIONS

Muthoot FinCorp (MFL)

1 - 3 years

2 - 3 Lacs

Chennai

Posted:5 days ago| Platform:

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Skills Required

Senior Executive Operations Automation Head Business Development Networking Analytical Customer service Customer experience Risk management Operations Business operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

Position / Designation

Central Operations - Senior Executive

Grade

Department

Secured & Unsecured Lending Business

Sub Department (if any)

Employment Type

Full-time

Reporting to

Designation & Grade

National Operations Head

No. of Reportees,

Designation & Grade

Main Tasks

End to end processing of lending product applications - KYC, bank statements, bureau checks, physical delivery in case of credit cards etc.
Take complete ownership and accountability of all operations related metrics like TATs, Customer Satisfaction scores etc.
Continuously improving upon the processes to minimize process gaps and enhance customer experience
Gather ground-level insights and work with product teams to ideate and implement automation solutions to improve efficiency & TATs
Suggest ways to improve customer experience based on feedback from merchants
Escalation Handling - Handle escalations to satisfaction, implement corrective and preventive measures
Risk management and policy implementation for various day to day processes
Capability to quickly build/edit processes to manage new initiatives with existing bandwidth for growth experiments

Areas of Responsibility

Managing the business operations ensuring the best possible customer experience, TAT adherence and compliance
Developing and implementing systems, and operational processes and coordinating with various stakeholders and teams to deliver delightful customer service
Compliance and customer service frameworks for various digital products being extended at our company
Automation of at least 2 processes or activities to achieve cost savings or deliver better customer experience or improve efficiency
Competitor and Market study to understand the best practices and design an implementation plan for the same
Achieve an uptick in Net promoter score

Special Requirements (If any)

Problem-solving
Analytical thinking
Research acumen
Judgment and Decision Making
Exceptional communication skills.
Proven ability toward constructive networking
Team player and multi-tasker with exceptional organizational skills
Sales and Marketing know-how
Must have experience in Secured lending / unsecured lending business

Job Location / State

Chennai

Compensation Band

As per policy

Entitlements

As per policy

Stake Holders

Should be able to manage multiple stakeholders and collaborate with business heads in SULB

Career Progression

Educational Qualification / Technical Certification

Any UG/PG or MBA

Skill Sets

Basic Knowledge of various marketing, sales and operations related concepts
Exceptional communication and presentation skills
Strong networking, negotiation and collaboration skills, and ability to work effectively in a complex multicultural and multi-time zone organization
Good analytical and program management skills
Ability to keep oneself updated on the regulatory frameworks and changes

Communication Skills

20 Experience

4 + years of overall experience

21 Behavioral Competencies

Uncompromising ethical standards and discipline expected

22 Other Requirements (If any)

C

22 Prepared by

(Name/Designation/ Date)

Vishnu G/HCMD

23 Approved by

(Name/Designation/ Date)

Vinod Reddy/Head SULB

MFL/HR/JD/V1.0@2013 Not for External Circulation

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