Lead - Business Process Excellence - Retail Assets Operations - Bank

Lead - Business Process Excellence - Retail Assets Operations - Bank

Given below the position details with a leading Bank :

Position - Lead - Business Process Excellence - Retail Assets Ops

Location - BKC Mumbai

Job Purpose :

- The role entails Driving Management vision to ensure consistency in Customer Satisfaction by enabling excellence in customer support delivery, upholding a consumer-centric focus & mind-set of surpassing departmental expectations and improve Customer satisfaction by improving/reengineering process to reduce end to end turn-around time, enhance accuracy levels, developing and engaging digital customer journey to provide best in-class experience to customer service and end customers.

- The role mandates concentrated collaboration with internal stakeholders to rethink , revamp and redesign the way work is done to better support achieving the larger objectives of the bank and achieve dramatic improvements in critical and contemporary measures of process performance. The role also entails for doing deep dive process reviews in service unit and identify the need of Process improvements/digitalization leading to rationalization of Manpower etc

Roles & Responsibilities :

- Candidate should have prior experience in managing loan servicing processing which includes Pre-Closure Process, Loan Cancellation and other related Activities which includes tracking of Service Request, Managing & closure of Service requests with in TAT

- The candidate should be well versed with FinnOne Loan Management System/similar LMS system. The same should be aware of termination / closure application in FinnOne.

- The candidate should have Good communication & interpersonal skills to interact with collection / customer service PAN India

- The candidate should have effective skills to handle and manage on roll & outsourced Staff. Should have managed a Team of 10-15 employees.

- The candidate should have experience in managing & driving quality & SLA for the unit

- The candidate should have inclination towards the need of Automation & Process improvement and drive the same in the unit.

- The candidate should be able to manage Audit.

'- The candidate should possess strong skills in data management, analysis and processing, having an ability to translate raw consumer support data and information into actionable solutions and to make improvement strategies.

- Drive collaboration with internal stake holders to develop & implement requirement for new and existing systems/solutions.

- Timely process reviews across units and identify the need of improvements. Challanage the turn around etc and bring the best out of the review.

- Have technological acumen to leverage the use of modern technology in day to day process management to reduce overall customer turnaround time and give superior digital services to customers.

- Should be able to review processes and identify the need of People, Policy & Process fix, technology fix and training fix. Ability to think creatively and strategically, have the ability to multi-task and work comfortably under pressure, to identify issues and work to resolve them in partnership with business leaders & other stakeholders (Customer service, Information technology, legal, compliance etc)

- Should be able to identify issues and put corrective & preventive actions.

- Build Up Digital workflows and systems connecting front to back offices for seamless execution.

- Candidate should have sound technical skills to drive Digital System integrations within multiple applications.

- Ensures that customer support activities are seen to deliver measurable and significant value to businesses.

- Possession of academics or any certification in Quality & Benchmarking Standards may be given more preference.

- Candidate should have skills to scrutinize necessary information/data by using various analytical tools to present the information in more effective manner.

- Customer support procedures that are Cost effective that nurture continuous improvement.

- Ensuring Process & Security Governance in the Unit with respect to Document Completion (SOP etc), Risk & Self-Assessment, User Access Review, PII information security & third party vendor security.