Roles and Responsibilities
Key Responsibilities: Grievance / Regulatory /SR Management Complaint Handling CRM SR Management (ensuring closure SR within TAT) FC, Part-payment, Conversion Rate Set activity Handling BPR (Business Process Re-Engineering) activities Handling audits
Knowledge and skills desired : Defining operational strategy & execution roadmap, including short, mid & long-term business goals, objectives,and operating procedures Translating business vision and strategy into operational tactics; initiating & driving business transformationinitiatives in a manner that improves operational execution Tracking productivity and quality metrics (KPIs) to ensure optimum efficiency & quality; managing a reportingprocess to utilize metrics to drive operational improvements Lay down all control measures so that the processes in central operations run efficiently and effectively. Surprise audits of areas to check the correct functioning of all processes. Leading entire client life cycle from the stage of client on-boarding till payment realization; determining areas ofimprovement in customer service by maintaining regular contact with customers, monitoring customersatisfaction reports & trends and through monthly analysis of key performance indicators (productivity, SLA,customer satisfaction) Initiating & Monitor projects and prepare schedule of all work within required timeframe and coordinate withresource managers and supervisors to evaluate all approvals. Analyse all projects for future programs and recommend improvements to all business policies and proceduresand prepare all budget reports and coordinate with corporate accounting service center for same. Proactively identifying and improving upon existing process for optimization and to meet new standards ofquality. Collaborate with Branch Operations, Business, Credit, Compliance, Risk and Technology functions andregulatory reporting for the housing finance business. Design and innovate the existing process within the department to identify and implement technology that canpush towards paperless journey for the customer experience. Providing guidance and direction to subordinates including setting performance standards and monitoringperformance. Team Size – –…