Head - Centralised Operation & CPC - NBFC

Position is with Leading NBFC in Noida, looking for Post Graduate.

Responsibility

1. Adherence to budget targets/ Cost Control

Maintain costs within the targeted budget for the infrastructure and operations.

2. Process Documentation & Implementation

Drawing a process note for COPS & CPC for all the activities in the new core solution, Adherence to process as defined in the process note from time to time.

3. Data Clean up and support for migration and Implementation Of New Software

a) Preparation of reports for reconciliation of data.

b) Reconciliation of Data in existing system with data shifted in new system. c) Corrective action in new system if required.

UAT Testing, BUG Identification and Fixation

4. Storage of Files/Dockets/PDC/ECS; PDD Updation, Loan Servicing and Timely Banking of Emi Cheques & vendor management; MIS as per defined frequency

Reconciliation of data on system with the physical records for correspondence files, Documents files and PDC/ECS.

Retrieval and Timely Banking of Monthly Emi Cheques/ECS

5. Payout Calculation; Data Quality & MIS generation; Deposit Booking & Issuance of Interest Warrants; Loan Servicing; Customer Communication

Calculate Cost of acquisition and publish to all functions. Adherence to targeted timelines for dispatch of Customer communication letters.

Interest warrants for Non-cumulative deposit customers

6. Escalation Handling; Customer Service User guide; Customer service module; Quality Control; Execution of CSAT

a) Achieve high level customer service experience.

b) To work towards a NIL Escalations / Complaints enviornment.

c) To address and resolve all Senior Management escalations .

d) To address and resolve all Customer Complaints (reported to central office either through direct mail from customer / contact centre / letters, through parent Bank PNB, through regulator NHB )

e) To standardise all spheres of customer service and touch points like CARTs, Standard Email Templates, Calling Script, Drafting Standard Reverts etc

f) Design & develop customer service user guide

Ensure the execution of CSAT for FY 2014-15

7. Compliance & Audit

8. Team Management, Training and development & attrition

a) Ensure that the team is trained on allotted job role and new core business system to existing & new employees.

b) Support timely hiring of operations staff by way of reference & by conducting interview in time

c) Manage staff attrition.