Arohan - Zonal Operations Manager

Training (35%)

1.Guide and mentor the Regional Trainers to meet their KRA effectively

2.Responsible for and custodian of all the Trainings in a zone for the Operations team- whether these be related to Induction or Refresher or Capacity building.

3.Ensure PROP, RTPs and other specific trainings (viz. TTT, RTP, CBT, LEAP, FTM, ACT et.) are done on regular intervals across branches as per calendar

4.Ensure quality of training across zone is as per the standards set

5.Identifies a pool of potential external trainers for the regions in line with the requirements of the training department

6.Implement specific activities related to Training Needs Assessment (TNI) in zone

7.Update the content required for all the induction training products- PROP and Induction to suit the requirements of the region / zone.

Quality & Control (35%)

1.Focus on branches and areas with below-par portfolio quality and poor compliance history (poor audit & risk grades) through field beat plans specifically, track performance of portfolio (overdue rate, PAR) and share the trend of improvement and deterioration with ZBH

2.Track the progress of high risk branches that have been identified during the monthly Portfolio Quality Review (PQR) meets

3.Ensure that Audit Action and Closure (AAC) process is followed within the specified tied esp. with respect to Fraud resolution and Action Panel sittings

4.Publish the monthly Audit Action and Closure Summary for the zone

5.Update the Staff Deviation Tracker and Fraud tracker for the zone

6.Ensuring proper flow of loan documents from the branches to ZO to Central Hub

7. Organizing Workshop for discussion on Products and Policies and relaying the same to the concerned person looking after Product Management at Central Ops

Business support- Planning & Communication (30%)

1.Facilitating the monthly target-setting exercise using a bottoms-up approach, so that the zonal targets w.r.t disbursements, diversification and cross-sell are aligned with the targets set by the Head office. Also assist ZBH in target allocation to Regions, Clusters, Areas and Branches and to keep a track on uniform achievement of target on weekly and monthly basis.

2.Track key performance metrics related to Disbursement, Diversification, Cross-sell, Portfolio Quality and Compliance for the entire Zone and provide necessary actionable-input to business unit managers to achieve the standards/goals that are set (i.e. ZBH and Regional Heads)

3.Ensuring effective dissemination of changes in products and processes to the field staff leveraging a combination of forums mentioned below

4.Develop the content required for delivering weekly WCH, monthly MORMs, monthly RTPs, quarterly CBT etc.

5.Be the SPOC on any special projects driven from the Head Office