Deputy Manager - Operations and Service

Job description

**Job Purpose** - Managing the processing of Two-Wheeler business disbursement process. Publishing tracking of MIS. **Duties and Responsibilities** PRINCIPAL ACCOUNTABILITIES (Accountabilities associated with the job) Project and Initiatives: - 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 branches Monitoring 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 activity Branch 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 - 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 - Manage change between the employees and team on dynamic process and policy changes - Cross functional dependencies leading to delay in projects 5.DECISIONS - Solutioning on Project and process pertaining to new product development - Ensuring approval matrix is followed 6.INTERACTIONS (Key working relationships a job holder needs to have INSIDE and OUTSIDE the company to accomplish the job) Internal Clients - Business - IT - Finance - HO Support Teams - HR - Admin External Clients - Customers 7.DIMENSIONS (Key numerical data which will reflect the scope and scale of activities concerning this job) Financial Dimensions (These should be quantifiable numerical amounts) NA Other Dimensions - Total Team Size: 0 - Number of Direct Reports:1 - Number of Indirect Reports: 0 - Number of Outsourced employees: 0 - Number of locations: 1 - Number of products: 0 **Required Qualifications and Experience** SKILLS AND KNOWLEDGE (Minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent) Educational Qualifications - Qualifications - Graduate Degree Work Experience - 3-4 yearsexperience 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. - Team Management Skills - Relationship Management skills - Excellent Interpersonal Skills - Negotiation Skills - Analytical Problem Solving skills