Hire Senior Regional Manager - Credit Operations

Job Description

* Duties and Responsibilities - Stakeholder Engagement Work with stakeholders to execute on capabilities for the Customer Relationship Management (CRM) platform and C360 that enhance customer experience across various touchpoints assisted /non-assisted channels and balancing the user needs and business objectives for the business. Work directly with different businesses like B2B B2C SME FD Rural amongst others to understand customer pain points and solve for them through Process Systems and tech changes. Work with Branch teams across multiple geographies to identify process and customer pain points and identify impact of horizontal projects Analyze customer query & feedback for driving improvement opportunities undertaken in alignment with relevant teams / touchpoint owners Work closely with regulators (RBI) and internal stakeholders to ensure satisfactory completion of the annual audits. Publish regular activity status to relevant teams for tracking completion of actions/MOMs identified Monthly reviews with SMT: Preparation of presentations for the review and timely action closure. Project Management Project Re-engineering and Customer Experience enhancement Drive the company / business level projects including Service 2.0 reimagine journey and work alongside multiple stakeholders (Service Deliver Business Technology other stakeholders) regulatory impacting initiatives that involve multiple businesses Risk Technology Marketing functions and stakeholders Work with multiple stakeholders across group companies (BFSD BHFL BFHL) on customer impacting horizontal projects and to identify key opportunities across common themes. Regular discussions with relevant stakeholder for project. Play a key role in building AOP and LRS strategies for the operations vertical Manage and oversee Change Governance meetings with IT and get project priority aligned to business Conduct strategic discussion with Business Heads National Heads and National Managers to communicate their expectations set the objectives for future growth Customer facing as well as internal Channel Audits & benchmarking Benchmarking our service channels like Bajaj Finserv App IVR Website and capabilities with competitors and Identifying best practices to enhance productivity and effectiveness of internal systems & processes. Work alongside respective teams to drive improvements across areas identified through the benchmarking activity. Scout the technology landscape to ensure adoption of emerging solutions and maintain innovative edge; add strategic value to processes through competition mapping and best practices adoption. Regular visits to branches and service sites to listen & understand customer issues identify and drive action items resulting from the analysis. Connecting with customers and multiple service partners to drive improvement across systems & processes * Duties and Responsibilities - Team Management Hand hold team members on assigned projects and ensure project action closure. Provide direction instruction & guidance to achieve the desired goals. Training and development of the team: Ensure team member training on required skills. Involve & calibrate with team member in decision making and planning for key projects (like AOP) and provide desired empowerment as and when required. Derive quarterly incentive basis performance Guide team during development/drafting of Business Requirements/ User Stories Sign-off FSDs and other documentation for each ongoing project/solution in conjunction with Business teams Guide team to provide effective project management support for projects emerging from AOP including conceptualization testing development and production till sustenance. Guide team to provide effective project management support for projects emerging from AOP including conceptualization testing development and production till sustenance. Processes and new capabilities Administratively manage the CRM system to ensure compliance to laid down standards both from a regulatory as well as internal process standpoint. Identify and drive projects to address issues and enhance CRM and drive next level enhancement. Create service framework for new products. Work with IT Service Delivery Business & Marketing teams to integrate information about new products across the various customer channels. Conduct experimentation and drive special projects to improve customer experience and outreach. Eg: Key information & updates that appear as popups to customers on signing in to various digital channels vernacularizing all communication to customers introducing branch self-service kiosks etc. Look for new opportunities and capabilities to enhance customer experience. Identify evaluate and engage with external partners for solutions. Provide support on customer experience projects for the assisted customer experience teams. Driving Sustenance activities for at least 1 month of project launch * Duties and Responsibilities - MAJOR CHALLENGES (Challenges faced on an on-going basis in carrying out the job) Building buy-in from various stakeholders across the organization (Vertical Operations Business COEs) while balancing customer and business priorities Influence senior stakeholders internally & externally during resolution of key escalations. Deliver on fast-paced business expectations with required process and customer service capabilities Drive process enhancements across businesses through a combination of influencing stakeholders and Project management rigor (including escalations where needed). Getting buy in from multiple stakeholders at senior levels towards a common customer focused solution Working closely with the RBI team (internally) and with Regulators during annual RBI audits and ensuring satisfactory remarks for all CRM related areas 5. DECISIONS (Key decisions taken by job holder at his/her end) Conceptualization and Solutioning of the Service platforms framework to deliver a competitive advantage to the internal teams Work closely with the data team to arrive at optimal solutioning while deciding the Customer needs and therefore the right data analytics to be used. Benchmark evaluate and recommend to Senior leadership the platforms that need to be created or upgraded (both which are customer facing as well as for back-office transformation) including but not limited to CRM Establish models for change management to reduce conflicts and ensure that right information is communicated to the right individual on time Resolve stakeholder management related issues on critical decisions and clear bottlenecks for the PMOs to achieve prioritization with other teams and obtain buy in from related businesses and functions such legal compliance IT etc. Improvement projects planning and implementation Delegation of projects/work within team to achieve right balance Work allocation for team members * Duties and Responsibilities - INTERACTIONS (Key working relationships a job holder needs to have INSIDE and OUTSIDE the company to accomplish the job) Internal Roles you need to interact with inside the company to enable success Business & Collections Teams: To understand business needs and issues with customer service; align on new projects and initiatives IT Team: To address system issues and build/ modify systems across different digital channels Vertical Operations: Regular interactions with vertical operations heads to implement projects and changes in SOPs at the same time identifying new improvement opportunities. Businesses/COE: to discuss products features and innovation opportunities and manage and revamp various systems within the function Assisted Service Teams: To align on larger customer experience strategy discuss issues and opportunities from NPS and push customers towards digital channels Marketing Teams: To create HTMLs for specific set of requirements Finance Teams: To process vendor payouts Legal/Compliance/Risk /Fraud Teams: To understand impact of the project at an org level External Roles you need to interact with outside the company to enable success NPS Vendor: To manage and run the NPS surveys for customers Contest Vendor: To source R&R for projects requiring CFT involvement TAB Vendor: To source tab & standee for Branches Other external vendors as applicable specific to project requirement DIMENSIONS (Key numerical data which will reflect the scope and scale of activities concerning this job) Financial Dimensions (FY 22) (These should be quantifiable numerical amounts) Negotiations with various vendor on commercials Business by business AOP budget for Service CoE Other Dimensions (FY 22) (Significant volume dimensions associated with the job) CRM admin for 15 L + monthly CRM transactions & 500+ C360 Users , * 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: MBA or any equivalent degree b) Work Experience Minimum 10 years of work experience 7+ years of experience in Operations/ Service , business excellence/ process improvement with focus on customer service Understanding of digital and self service channels

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salesmarketingbusiness developmentmanagementbudgetingit service deliverycustomer relationship managementback officenew projectsself serviceuser stories