Senior Executive - Operations and Service

Managing the processing of Two-Wheeler business disbursement process

Publishing & tracking of MIS


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
(Challenges faced on an on-going basis in carrying out the job)
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| 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
(Key decisions taken by job holder at his/her end)
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
Roles you need to interact with inside the organization to enable success in your day to day work
Business
IT
Finance
HO Support Teams
HR
Admin

External Clients
Roles you need to interact with outside the organization to enable success in your day to day work
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
(Significant volume dimensions associated with the job)
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 years experience 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


Should possess the below skill sets: -Team Management Skills, - Relationship Management skills, - Excellent Communication & Interpersonal Skills,- Negotiation Skills & influencing skills, - Analytical & Problem Solving skills