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