State Operations Manager

Job Description

Job Description for State Operations Manager Job Title State Operations Manager Function / Department Operations Department Head GM, Operations Reporting Manager Regional Operation Manager Ex Key Expectation: Product / policy experience in retail / rural market segment Secured lending exposure will be preferred. Purpose of the Job: This position is responsible to manage different operational activities based out of Rural, Urban & Housing finance branches for the respective State. Operations for Rural branches are handled through Transaction officer who are responsible for below activities. - Loan Booking Process Unsecured Products - Quality Checks - Cash Disbursals & Collections - Payment Application - File Dispatches - Receipt Book Updations Operations for Urban / HFC branches are handled through Booking executives who are responsible for below activities. - Loan Booking Process for Secured Products - Quality Checks - File Dispatches - Legal & Technical review - OTC / PDD monitoring - Monitoring End to End TAT for different processes State Operations manager would be responsible for managing all the above activities with the help of dedicate operation Managers who will be taking care for 10-15 branches. All the branches Transaction officer reports to Operation Manager who further reports to State Operations Manager. The role requires extensive travelling to all the branches for the respective state to manage the Operations officers at each of these branches. Primary responsibilities include: Responsible for appropriate functioning of the overall Operations process at each of the branches allocated. Using Operational expertise through meeting with all key stake holders of the branches. bridging the gaps identified in day to day branch operations by close monitoring and supervision. Review of sample cases on a day to day basis to ensure file quality and compliance to Quality check parameters. Ensuring Operational and Cash management controls are effective across all branches allocated on an ongoing basis. Enforce process discipline and policy compliance in all branches allocated under the clusters. Prevent process deviations by doing root cause analysis and putting in preventive and corrective actions in place. Conducting an audit and ensuring safekeeping / timely dispatch to RMU for Operational records like disbursed files, receipt books, vault registers and other registers maintained by the Transaction officers. Ensuring improvement in the Quality scores of all the branches responsible for and adherence to Operational requirements with ongoing process & system changes. Responsible for measuring productivity of the respective TOs and ensuring adherence to the TAT. Responsible for training, back-up planning, job rotation of the TOs and timely hiring / ensuring low attrition levels. Provide valuable inputs towards system and process changes to eliminate wastage and bring in additional controls. Carry out UATs on system changes and share valuable inputs with Technology teams. Train the Transaction officers for the branches responsible on new products, system and process changes and ensure appropriate training has been imparted before enhancements going live. Describe the KPIs against each perspective PerspectiveKey Performance Indicators Business & Financial Management Ensuring loan booking & payment application within the agreed TAT across all branches in clusters allocated. Internal Control checks & appropriate Record management Compliance to business policies and processes. Operational Loss to be kept at minimal. Customer Focus Consistently meet predetermined metrics to achieve business objectives and customer SLAs. Identify and resolve Operational Issues & problems. Provide strategic guidance to the operations managers / business teams to ensure and improve service delivery People / Team Manage Operations Managers / Transaction officers across all branches for the respective State. Responsible for resolving their day-today issues, back-up planning, job rotation, timely hiring and ensuring low attrition levels. Create a high performance, fair and exciting work environment that provides motivation and development opportunities for the teams Monitor Productivity, errors effectively Attrition within acceptable levels Effective Training Development and delivery Process / Quality Improvement Ensure process discipline and policy compliance across all branches under the clusters allocated. Using Operational expertise and bridging the gaps identified in day to day branch operations by close monitoring and supervision. Review of sample cases on a day to day basis to ensure file quality and compliance to Quality check parameters. Ensuring Operational and Cash management controls are effective across all branches allocated on an ongoing basis. Prevent process deviations by doing root cause analysis and putting in preventive and corrective actions in place. Conducting an audit and ensuring safekeeping / timely dispatch to RMU for Operational records like disbursed files, receipt books, vault registers and other registers maintained by the Transaction officers. Ensuring improvement in the Quality scores of all the branches responsible for and adherence to Operational requirements with ongoing process & system changes. Provide valuable inputs towards system and process changes to eliminate wastage and bring in additional controls. Carry out UATs on system changes and share valuable inputs with Technology teams. SCOPE & DISCRETION (Span of control) Total no. of employees supervised with details GradeO1 04M1 M3SM1 to SM3Nos. 7 101-2NA Sr. No.Direct Reportees (functional title/role title)Indicate brief job purpose 1Operations Manager RuralSupervising the day to day Operational activities for all branches allocated.2.Booking Officer Urban/HFCSupervising the day to day Operational activities for all branches allocated. Decision making authority Describe the authority permitted to take decisions, and those you are expected to recommend AreaDecisions takenDecisions recommended Process Changes Process ImprovementsSystem Changes System EnhancementsPerformance Management Performance ratings of Operations Manager, Transaction Officers & Booking executive and all other employees part of Operation for the respective state Self-deliverables The most important tasks performed on an individual basis without involving subordinates are Sr. NoTask performed 1Analyzing trends & Control MISs to come up with pain areas and proposed resolution - preventive and corrective process actions2Supporting New Product / Process & System development3Managing ad-hoc queries and Audit Reviews4Managing cordial relationship with all stakeholders5Moderate execution skills in a multi-tasking mode Challenge Challenge on working relationships, both internal & external contacts Sr. NoMost frequent contactsNature or purpose 1Businesses/Business marketingTAT, Product & Process Changes Performance evaluation Resolution of Operational Issues Monthly Dashboards2TechnologySystem development, enhancement & UATs3AuditProcess Reviews4RiskProcess Improvement & reduction of errors Peer S.noPeer (functional title/role title)Indicate brief job purpose 1State Business / Risk Mangers (other clusters / states)Coordinate and ensure synchronization of processes across Business & Risk Functions. Other factors relevant to the job Other aspects of the job not covered by the above but necessary to have a full understanding of are: Sr. NoOther relevant factors (Required Skills) 1Strong execution skills and ability to deep dive and review processes2Strong Focus on risk & controls3Good consumer Loans product knowledge, processing, control mechanisms, accounting principles and technology savvy. Understanding of accounting entries with respect to consumer loans is a must.4Effective people management5Effective Communication (with various stakeholders) Expertise required/ Domain Knowledge: Minimum educational qualification Graduate / Post Graduate / MBA Finance or equivalent. Hands-on experience on Rural / HFC Operations. Understands basic quality checks on documentation KYC, application forms, loan and income documents Understands local dialect / vernacular language. Basic accounting knowledge Communication skills Team Management skills No. of Years for relevant experience 4 to 5 years experience in BFSI space and MF Operations. Any specific specialization/education: Graduate/ Post Graduate or MBA Finance with relevant experience