Deputy National Lead - Credit Operations

Job Description

* Duties and Responsibilities - PRINCIPAL ACCOUNTABILITIES (Accountabilities associated with the job) 1. Escalations Management Supervise the team working on various channels of customer escalations including email and social media escalations sent to the Senior Management Team (Board Directors Chairman MD Deputy CEO Presidents) escalations received from the Legal entities (Advocates Police authorities Consumer forums) and customer queries and escalations reaching to grievance redressal call center (GRO desk). Ensuring timely resolution of customer issues by engaging with different departments. Ensure adherence to the service standards and resolution TAT and monitoring them. Review SMT escalations (email and Twitter) GRO escalations and legal escalations and guide the team on resolution. Personally intervene to help resolve specific escalated complaints. Ensure that regular MIS and dashboards are published based on the regulatory requirements for all complaints. Closely work with IO (Internal Ombudsman) on the critical cases and implement inputs received. Offering Reparation to customers in scenarios wherein there is service deficiency / financial loss. 2. Identifying opportunities and engagements with teams. - Process Related Manage and schedule periodic engagements with different departments such as service delivery business team Legal Compliance PMO business teams CRCR Unit etc. Work with respective internal teams to do Root Cause Analysis and work on Corrective and Preventive Action review of fact sheets prepared by team. Identify areas for driving process efficiency and productivity of the team. Drive and work on the improvement opportunities based on customer feedback with help of PMO/ COE teams. Stay updated on any new products and services being launched. Identify potential issues that could occur and suggest mechanisms to proactively minimize complaints. Deep dive into processes identify gaps and points of breakdown. Identify redundant activities Automate the manual and time-consuming activities in the process. (Eg- Auto tagging of SMT SR Legal team on CRM) Engagement with Internal Auditors / CAS team and implement changes as prescribed. Publish dashboards reports & metrics of all customer complaints and escalations. Updates to the MD s office and Chairman s office on defined frequency. Conduct analysis of complaints & escalations to identify categories and trends 3. Team Management and Coaching Participate in hiring process to identify the right talent for positions within the team Determine individual training needs and development plans to build expertise and enhance skills in the team. Set objectives conduct reviews close OJT & appraisal processes for the team as per timelines Plan Capacity and forecast based on SLA trends and volume to achieve SLAs * Duties and Responsibilities - 3. Team Management and Coaching Participate in hiring process to identify the right talent for positions within the team Determine individual training needs and development plans to build expertise and enhance skills in the team. Set objectives conduct reviews close OJT & appraisal processes for the team as per timelines Plan Capacity and forecast based on SLA trends and volume to achieve SLAs Monitoring team s performance and give timely feedback to ensure team performs to best of their abilities and business objectives are met. Managing Attrition as per company goal. Recognizing and Rewarding the team member/s for exceptional work , * 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 a) Qualifications Minimum Qualification: Postgraduate b) Work Experience Minimum 8-10 years of experience. Needs to have spent at least 3-5 years within BFL or in a similar organization in the financial space so that he/ she understands the company s business lines and has stakeholder connect. * Duties and Responsibilities - PRINCIPAL ACCOUNTABILITIES (Accountabilities associated with the job) 1. Escalations Management Supervise the team working on various channels of customer escalations including email and social media escalations sent to the Senior Management Team (Board Directors Chairman MD Deputy CEO Presidents) escalations received from the Legal entities (Advocates Police authorities Consumer forums) and customer queries and escalations reaching to grievance redressal call center (GRO desk). Ensuring timely resolution of customer issues by engaging with different departments. Ensure adherence to the service standards and resolution TAT and monitoring them. Review SMT escalations (email and Twitter) GRO escalations and legal escalations and guide the team on resolution. Personally intervene to help resolve specific escalated complaints. Ensure that regular MIS and dashboards are published based on the regulatory requirements for all complaints. Closely work with IO (Internal Ombudsman) on the critical cases and implement inputs received. Offering Reparation to customers in scenarios wherein there is service deficiency / financial loss. 2. Identifying opportunities and engagements with teams. - Process Related Manage and schedule periodic engagements with different departments such as service delivery business team Legal Compliance PMO business teams CRCR Unit etc. Work with respective internal teams to do Root Cause Analysis and work on Corrective and Preventive Action review of fact sheets prepared by team. Identify areas for driving process efficiency and productivity of the team. Drive and work on the improvement opportunities based on customer feedback with help of PMO/ COE teams. Stay updated on any new products and services being launched. Identify potential issues that could occur and suggest mechanisms to proactively minimize complaints. Deep dive into processes identify gaps and points of breakdown. Identify redundant activities Automate the manual and time-consuming activities in the process. (Eg- Auto tagging of SMT SR Legal team on CRM) Engagement with Internal Auditors / CAS team and implement changes as prescribed. Publish dashboards reports & metrics of all customer complaints and escalations. Updates to the MD s office and Chairman s office on defined frequency. Conduct analysis of complaints & escalations to identify categories and trends 3. Team Management and Coaching Participate in hiring process to identify the right talent for positions within the team Determine individual training needs and development plans to build expertise and enhance skills in the team. Set objectives conduct reviews close OJT & appraisal processes for the team as per timelines Plan Capacity and forecast based on SLA trends and volume to achieve SLAs * Duties and Responsibilities - 3. Team Management and Coaching Participate in hiring process to identify the right talent for positions within the team Determine individual training needs and development plans to build expertise and enhance skills in the team. Set objectives conduct reviews close OJT & appraisal processes for the team as per timelines Plan Capacity and forecast based on SLA trends and volume to achieve SLAs Monitoring team s performance and give timely feedback to ensure team performs to best of their abilities and business objectives are met. Managing Attrition as per company goal. Recognizing and Rewarding the team member/s for exceptional work , * 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 a) Qualifications Minimum Qualification: Postgraduate b) Work Experience Minimum 8-10 years of experience. Needs to have spent at least 3-5 years within BFL or in a similar organization in the financial space so that he/ she understands the company s business lines and has stakeholder connect.

Keyskills :
correctivepreventive actionroot cause analysisroot causefact sheetssocial mediatraining needsteam managementservice deliverycall center