AVP - Quality Control Team - Operations & Customer Service - NBFC

1) Job Purpose:

Lead the design, implementation and performance monitoring of various strategic projects in the Operations team across different LOBs including Cost Governance, Outsourcing & Vendor Governance, Managing Audit Reviews, Revenue Generations through Service-to-Sell, Metrics Management for Business Performance & Processes. Develop & drive the strategic vision for the Ops & CS team. Experience in managing senior level audit and risk stake holders. Specialize in Unsecured LOB and audit and review.

2) Job Context & Major Challenges:

Job Context

Key Aspects:

- Governance team will drive the implementation of governance improvement initiatives across the department working with multiple teams.

- The various work streams of the function are Cost Saving initiatives, Vendor Governance & Outsourcing, Performance Metrics & Governance, Operations Excellence.

- Some of the specific jobs carried out by the role are mentioned below:

- Coordinate with all stakeholders across LOBs and drive implementation and monitoring of strategic projects in Ops & CS

- Drive the process governance mechanism for the teams based on performance metrics and regular reporting

- Cost governance for the function to achieve the cost saving aims of the department

- Governance of Process Outsourcing and Vendor Management

- Tracking the performance of Service to Sell project for revenue generation. Generating the P&L model for the initiative.

- Preparing for the SMT and CXO reviews of the Ops CS function

Key Challenges

- Envisaging the ideal governance structure for the department and identifying the projects/initiatives to move the department towards that

- Working with multiple teams within the department and leading the implementation the improvement initiatives across the department

- Driving the operational excellence across the department to achieve the best operations practices across the industry

Enabling Skill Sets & Qualifications

The skills required for this role are strategic orientation, business acumen, goal orientation, working effectively with the teams, interpersonal and influencing skills

Education and experience required for this role is post graduate with 10-15 years of work experience in the strategy domain. PGDBM/MBA/CA/CAIIB certified would be preferred