Ujjivan Small Finance Bank - National Manager - Electronic Payment & Deliverable

I. ROLE PURPOSE & OBJECTIVE:

1. Digital Payments: Channels (Including ATM, POS, Cards & Money Mitra) exists to provide the most convenient channel for transaction. 75%+ of the transaction route through these channels. These channels also enable the Bank to spread its footprints to various geographies making one of the most cost -efficient channels for Banking transactions

2. Will be custodian of all process & SOPs at the Bank level and will drive towards continuous improvements

II. KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/ Financials:

- Design, Develop & Deploy the business Strategy Supporting the business with drawing of clear expectation of the business segments

- Build & develop commercial and Strategic relationship with our key targeted partners

- The Process Excellence team optimizes processes, as needed, and instills a culture of continuous improvement throughout the year

- Role will foster a culture of sustainable change through the creation and embedding of continuous improvement methodologies, implement the supporting framework, to deliver business transformation

- Develop & Implement a "best in Class" continuous strategy to enhance the process Excellence function by defining strategy and governance, tools and methodology to build on executive engagement

- Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis

- Identify, plan and implement multiple projects, studying ways to make improvements to one or many steps to increase productivity

- Manage end to end concerned payment vertical for the bank and bring functional & technical expertise

- Cards Designing & certification

- Cards Deliverables

- Customer deliverables & fulfillment

- Oversight of Transaction & NFS Reconciliation relating to POS, Cards,NFS and Money Mitra

- Driving Branches for Adhaar enrolments

- Enhancing curent & futuristic services/Product to meet evolving customer needs,

- Efficiency enhancement through analysis of the concerned Channels and customer behavior

- Coordinating with each department for forming the unit charter

- Monitoring Customer complaints relating to Switch & Concerned Channels (ATM, ACR,Cards,POS and Money Mitra)

- Managing the utilization and maintenance of channels with high uptime

Customer (Both Internal & External):

Internal:

Department Heads & Cross Functional Team

- Business Needs & Customer Expectations

- For customer complaint resolutions, system uptime maintenance and maintaining higher service index

External:

Vendors and other Service Providers:

- Laisoning with external vendors and other service providers like NPCI to ensure smooth functioning of channels services

- UIDAI for smooth functioning of Adhaar enrolments

Internal Process:

- Compliance to SLA/Policies/Processes

- Process Management/ Process Excellence

- Responsible to meet all compliant related guidelines and ensuring to manage it seamlessly

- Monitor timely and accurate submission of regulatory reports

- 'Regular interaction with the internal stakeholders like contro , Business and support functions

- Developing Trackers & Dashboards for stakeholders for process enhancement related to key business drivers

- Service Index monitoring and analysis - Benchmarking with tolerable limits and allowed regulatory limits for service uptime and downtime

- Keep all the SOP's and Manuals Updated

- Update the SOPs and Manuals whenever there is a change in process.

- Present process changes in front of PrAc /PAC committee and gather the approval.

- Recommendation on the workflow improvements based on RCA findings

- Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis

Innovation & Learning:

- People Management

- 'Submit Weekly, Monthly and Quarterly updates to required stakeholders and top management

- Respond to Adhoc data requests or analysis requests

- Conduct trend analysis and other studies to derive meaningful insights

- Participates in development of training and coaching routines to ensure team has necessary skill sets in evolving atmosphere

III. MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational - Qualifications M.B.A or equivalent

Experience : 15-21 Yrs

Certifications - If required

Functional Skills - Project Management Skills:

- Ability to understand business and customer requirement

- Understanding and interpret data

- Vendor Management

- Business Acumen

- Service Quality

- Ability to analysis

- Design Thinking

- Strategic Thinking

Behavioral Skills - Stakeholder Management

- Cross functional ability

- Relationship Building

- Timeline management

Competencies - Adaptability:

- Team work

- Reliability

- Communication

- Integrity

- Organizing

- Decision Making