Zonal Operations Manager - Housing Finance - NBFC

We are hiring for Zonal Operations Manager - Housing Finance for one of the leading NBFCs.

Role details are given below:

A leading NBFC is looking for an operations head for its Housing finance business. The person will be responsible for setting up the overall operations architecture (including collaboration in any tech implementations), developing processes, building & training capacity and ensuring effective & efficient processing within agreed TAT & service expectations and set up of effective performance measures to monitor and improve operations in his defined and assigned region

Key stakeholders :

Essential Qualifications :

- Post-graduate (MBA, CA preferred)

- 10-15 years management experience in Retail Asset Banking products, services and operations (preferably in private sector, HL & LAP/SME)

- Deep experience & understanding of retail financial services across NBFCs, banking

- Experience as founding member in any context will be a plus

Essential Skills & Experience :

- Experience in setting up of operations for retail asset products/ consumer banking/ insurance space

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

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

- Ability to work independently with senior leadership and management teams across business units

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

- Ability to work under tight deadlines and to prioritize conflicting and changing priorities

- Keen understanding and focus on risk, controls, compliance and regulatory framework

- Ability to establish strong partnerships with internal stakeholders and regional teams

- Strong customer focus and management of client expectations

- Strong interpersonal, leadership, advisory, influencing, persuasion and written/verbal communication skills

Values :

Key Roles/Responsibilities:

- Alignment of Operations strategy to the Business Unit strategy for achievement of budget targets for the current year and next 5 years for the HFC

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

- Set up and manage the operating architecture and branch and central processing center (CPC) processes across the HFC

- Define and institute process and service metrics for measurement and drive operations process and service improvements across all levels

Manage Operations and Customer Service

- Introduce and implement the best practices of business operations across all locations in the HFC

- Set up and continually improve operational systems, processes and policies in support of organizations mission - specifically, support better management reporting, information flow and management, business process and organisational planning.

- Manage and increase the effectiveness and efficiency of Support Services (e.g. contact center, collections, admin etc.)

Project management :

- Work cross functionally with internal partners to develop technological solutions and to adapt and deploy new technologies to drive efficiency, correct deficiencies, and build greater consistency in processes

- Prioritize and manage critical projects for implementation of LOS/LMS other technology enablement for the operating model of the HFC

- 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

Stakeholder and team management:

- Build a team and recruit Branch operations managers, credit processing centre (CPC) staff and other branch staff in line with the operating model requirements and business objectives

- To ensure the 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 Vendor due diligence, empanelment and payout processing of commissions for the services rendered

Process Improvement, Operational Responsibilities And Analytics

- Review and approve operational processes for branches/CPCs and any deviations. Create and manage all process documentation for relevant functions

- Champion customer service, process improvements in policies and procedures, and provide strategic recommendations for sustainable operations

Manage Audit/Risk and Compliance :

- Partner with business for all Operational and Control requirements at all levels of operations

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

- Post-graduate (MBA, CA preferred)