Deputy Manager - Operations and Service

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