Deputy National Lead - SME COE

Plan for design and delivery of process improvements by guiding team to understand & analyze business requirements, planning & budgeting for projects, leading team in development, planning and monitoring of launch & on-field performance, and managing varied stakeholders to achieve desired objectives and support business growth across SME business.
1. Analysis of existing processes & systems
Analyze multiple processes in SME business (such as pre logging, underwriting, sourcing, disbursal etc.) and identify the processes where there is a scope of improvement (such as redundant/ lengthy processes)
Guide team on mapping of end to end process to examine its functionality and collate details of manpower involved in managing them
Segregate the activities related to processes in various categories such as online/ automated/ manual, and seek understanding of systems being impacted, processes expected outcome and current tat

2. Identification of improvement opportunities (new process design or enhancements)
Engage with business stakeholder to discuss & understand their requirements in terms of any process improvements
Identify the scope of improvement such as process efficiencies, tat reduction, automation opportunities, cost reduction or simplification of processes
Design the project approach to manage & address the identified gaps or to drive improvement opportunities by means of defining new design of go-to processes
Present the business case along with the cost benefit analysis to the business stakeholders in order to obtain their sponsorship

3. Project planning and management
Lead team to segregate the accepted requirements into new process design or enhancement projects and prioritize projects for delivery of requirements basis business urgency & criticality
Identify resource requirements for various projects, define project teams, create project charter and allocate the responsibilities among team members
Review the progress of various projects being driven in alignment with planned timelines, identify any deviations/ delays/ challenges/ contingencies faced and accordingly provide course correction support
Conduct UAT testing of new processes/ enhancements, incorporate any change required/ bugs resolution as identified in testing phase, continue testing till desired results are achieved and handover for production

4. Launch and field performance monitoring
Guide the team to engage with various stakeholders in other functions such as IT, sales, operations, compliance, legal, risk etc. and lay down the changes required in various systems for integration of developments
Oversee creation & imparting of training modules by team, conduct visits to the fields, sensitize & create awareness for new developments
Monitor the use of systems/ processes/ enhancements and track metrics such as cost saving, productivity increase, TAT reduction etc. to ensure the desired outcomes are achieved

5. Team Management
Participate in recruitment process to identify the right talent for various positions within the team
Establish individual performance expectations and evaluation metrics, and regularly review individual performance
Identify and create development opportunities for team members to enhance functional knowledge Key Decisions / Dimensions
Following decisions are taken by the role:
Identification of projects (new developments & enhancements to be introduced in business processes)
Selection of mode of communication & training collateral etc. for sensitizing for developments
Resolution of operational challenges faced by the team

Major Challenges
Managing multiple complex projects at the same time and delivering within stringent timelines
Stakeholder management as teams are formed as per projects, which include stakeholders not directly under authority; Mapping the expectations of all to achieve the desired results is a challenge, given timelines of delivery
To ensure that all activities undertaken have a clear positive business impact and process to metricize the impact

  Required Qualifications and Experience
a) Qualifications
Post- graduation/ CA/ MBA
b) Work Experience
Minimum 7 years of experience
Should have hands-on field experience
Should have a mix of experience in project management, team management and stakeholder management . Should have strong understanding of operational systems and a technological bent to understand latest technologies and their business use cases