AVP - National Manager - Branch Customer Service - NBFC

Qualifications: Graduate Degree

Key Responsibilities & Accountability:

Cross Sell at Branches:

- To convert existing customers into potential leads for cross sell and drive business at branches.

- Set up of Customer Service for Branch & Centralized Set Ups

- Alignment of Customer Service strategy to the Business Unit strategy for achievement of budget targets for the current year and coming FY's.

- Close interaction with Credit /Sales/ Product/IT and other key stakeholders -for understanding business plans and aligning deliveries with these plans.

- Manage end to end Branch Customer Service activities.

- Implement process and service metrics for measurement and drive customer Service process and service improvements across all levels.

Project management:

- Work cross functionally with IT team to deploy new technologies to drive efficiency, correct deficiencies, and build greater consistency in processes

- Lead the creation of Business requirements to feed into implementation/ projects. Assist in prioritization of projects based on available resources and business plans

- Assist in UAT and testing of projects.

- Report, track and resolve system bugs.

- Be a part of new product implementations and also new business addition / discussions.

Stakeholder and team management:

- Build a team and recruit operations and branch operations staff in line with the operating model requirements and business objectives

- To ensure effective management of and communication with all retail staff and to ensure adequate staffing levels throughout the business to promote BAU and handle issues

- Perform training for operations staff and measure and improve performance and productivity

- Help set up and lead Branch due diligence and ensure the desired effectiveness is achieved.

- Manage Branches under the zone and look at efficiencies and smooth processing.

- Manage Budgets / Compliance related points of the Zones / Branch vertical.

Process Improvement, Operational Responsibilities and Analytics:

- Review operational processes for branches/hubs

- Manage improvements in policies and procedures, and provide recommendations for sustainable operations

Manage Audit/Risk and Compliance:

- Partner with business for all Operational and Control requirements

Provide effective risk-based oversight over the operations of branches and hubs, including the validation of the design and proper execution of controls

D. Key Interactions & Relationships

Internal Interfaces External Interfaces

Sales & Mktg, Operations Leads, Technology Teams, People & Culture, Compliance Team, HR, Admin, Audits, Governance. Outsourced Partners

We are looking for -

- Experience in setting up of Customer Service for retail asset products/consumer banking under Branch & Centralized models.

- Strong analytical, process engineering, project management and problem-solving skills, including a thorough understanding of how to interpret business and operations processes.

- Possesses strong quality drive - Ability to achieve close to 100% Accuracy and Turnaround time in processing transactions.

- Ability to build, coach and mentor high performance-oriented teams.

- Ability to work independently with across business units.

- Ability to lead and influence stakeholders to a common objective to accept and manage change.

- Should have experience of anchoring outsourced partners.

- Metrics driven and SLA savvy.

- Mindset of 'Standardization, Digitization and Automation' for driving efficiencies with 'speed and agility'.