Zonal Manager - Retail Operations - Housing

This role will be responsible for leading the Branch Operations, Customer Service & CPC Operations for
one Zone (West or North & East or South)

Responsibilities

Core Responsibilities:

o Alignment of Operation strategy to the business unit strategy for achievement of budget targets
o Close interaction with credit/sales/product/IT and other key stakeholders to understand the business plan and align deliveries with these plans
o Set up and manage the operating architecture and branch and central processing process across HFC
o Define and institute process and service metrics for measurement and drive operation process and service improvements across all levels
o Introduce and implement the best practice of business operation across all locations in Zone
o Set up and continually improve operation systems, processes, and policies in support of the organizations mission - specifically support better management reporting, information flow and management, business process, and organizational planning
o Manage and increase the effectiveness and efficiency of shared services/back-end processes with improved TAT, quality metrics, enhanced customer service, and minimum FTNRs
o Work cross-functionality with internal partners to develop technological solutions and adopt and deploy new technologies/automation opportunities to drive efficiencies, correct deficiencies, and build greater consistency in processes
o Priorities and manage critical projects for implementation of LOS/LMS and other technology enablement for the operation model of the company
o Lead the creation of business requirements to feed into implementation/projects. Assist in prioritization of projects based on available resources and business plans
o Assist in UAT and testing of projects wherever required
o Build a team and recruit branch operation managers/executives, customer service managers/executives, central processing center staff, and other staff members in line with the operating model requirements and business objectives
o To ensure effective management of and communication with all retail staff and adequate staffing levels throughout the business to promote BAU and handle any issues.
o Ensure to provide training to operation staff and measure and improve performance & productivity
o Help set up and lead vendor due diligence, regular performance review, vetting, and bill processing on an ongoing basis.
o Review and improve operational processes for branches, CPC, and customer service operations wherever required considering business & compliance requirements
o Champion customer service, process improvements in policies and procedures, and provide strategic recommendations for sustainable operation
o Partner with all internal stakeholders for all Operational and Control requirements at all levels of operations
o Provide effective risk-based oversight over the operation of branches and processing centers, including the validation of design and proper execution of controls.
o Conduct regular visits at branches & vendor facilities to ensure compliance with the laid down processes
o Ensuring low attrition for the team

Qualification : Graduate, Masters/Postgraduate