Unit|Senior Operations | Manager | Retail Assets Operations |Customer Service Operations|

Job Title

Senior Operations Manager / Unit Manager – Retail Assets Operations for Customer service operations

Job Grade Range

Chief Manager / AVP

Department

Retail Asset Operations

Reporting To

Unit Manager – Retail Asset Operations & Above

Experience

8-10 years

Qualification

Graduate / Post Graduate

Location

Mumbai - Thane

Job Description

The role entails Driving Management vision to ensure consistency in Customer Satisfaction by enabling excellence in customer support delivery, upholding a consumer-centric focus & mind-set of surpassing departmental expectations and improve Business and Customer satisfaction scores by reengineering process, developing an engaging digital customer journey to provide best in-class experience. The role mandates concentrated collaboration with internal stakeholders to rethink , revamp and redesign the way work is done to better support achieving the larger objectives of the bank and achieve dramatic improvements in critical and contemporary measures of performance such as cost, quality, services and speed.

Candidate should have prior experience in managing loan servicing processing which includes Pre-Closure Process, Loan Cancellation and other related Activities which includes tracking of Service Request, Managing & closure of Service requests with in TAT. The requirement is not restricted to Loan Service Operations, the candidate may have any sort of experience in the Service Industry across segments/corporates.

The candidate should have Good communication & interpersonal skills to interact with collection / customer service PAN India

Have technological acumen to leverage the use of modern technology in day to day process management to reduce overall customer turnaround time and give superior digital services to customers.

Conceptualization, Building Solutions in constant discussion with Business partners, OEM (Solution Providers) & Tech stakeholders and presenting the approach to senior management by using presentation tools.

Should be able to review processes and identify the need of People, Policy & Process fix, technology fix and training fix. Ability to think creatively and strategically, have the ability to multi-task and work comfortably under pressure, to identify issues and work to resolve them in partnership with business leaders & other stakeholders (Customer service, Information technology, legal, compliance etc)

The candidate should have effective skills to handle and manage on roll & outsourced Staff. The team size may go upto 30-40 staff.

Drive collaboration with internal stake holders to develop & implement requirement for new and existing systems/solutions.

The candidate should have experience in managing & driving quality & SLA for the unit

The candidate should have inclination towards the need of Automation & Process improvement and drive the same in the unit.

Candidates who have pre-experience in managing any loan management may be given the preference.

The candidate should be able to manage Audit.

Desired Candidate profile

Subject Matter Expertise managing Service Processes irrespective of any industry segment. Not restricted to Banking only.

Subject Matter expert in Service systems .