Senior Operations Manager

4 days ago

Gurgaon, Haryana, India beBeeLeadership Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Job Opportunity

The role involves managing the process for new account underwriting and carding across India, overseeing a team spread across the country.

The process entails the management of sub-processes including new application processing digitizing validation of KYC and surrogate documents credit bureau checks de-duplication against internal database contact point verification field telephonic and final underwriting of customers.

Responsibilities
  1. End-to-end processing of applications data capturing documents/KYC check de-duplication bureau address checks tele field verifications and underwriting archival of BTD application forms according to regulatory norms and document retention guidelines.
  2. Oversee a team of specialists guiding them to identify opportunities in process/policies across the credit card application lifecycle cure deficient applications and upsell premium offerings to eligible customers.
  3. Lead cost management maintaining capacity elasticity to manage monthly volume crests and troughs responsible for constant Y-O-Y cost rationalization by digitizing ensuring economies of scale are ploughed back.
  4. Drive metrics such as application throughput rate within defined policy framework adherence to KYC regulations and guidelines during customer onboarding.
  5. Drive productivity and process standardization through digital interventions system-based rules/validations at all legs document validation dedupe automated underwriting mobile application for field verifications Geo intelligence-based controls dialers.
  6. Perform continuous benchmarking of internal processes and practices across industries to identify absorb best practices or improvements at the organization.
  7. Assess devise mitigation strategies for operational risks inherent in the business taking account of changing economic market conditions legal and regulatory requirements operating procedures management restructuring impact of new technology conjunction with other stakeholders.
  8. Oversee vendor onboarding daily operations across India ensure adherence to productivity SLAs internal process adherence guidelines and regulatory requirements.
  9. Oversee trend analytics for New Accounts sourcing card processing share analysis with internal external stakeholders ensure cascading learnings greater accuracy in forecasting volumes capacity accuracy.
  10. Ensure process documentation compliance adherence.
Key Performance Indicators
  1. Operational SLAs Process Accuracy % Process TAT adherence.
  2. Application processing rate.
  3. Customer complaints repeat issues.
  4. Complaint Resolution Rate Effectiveness.
  5. Complaint Resolution TAT.
  6. Cost efficiencies MOU.
  7. Timely accurate implementation projects.
  8. No adverse observations internal external audits.
  9. Process Adherence MOU.
Required Skills and Qualifications
  1. Knowledge credit card application processes.
  2. Knowledge experience Project management.
  3. Understanding prevalent systems technologies used in card industry Card banking systems Outsourcing Infrastructure Technology AI/ML tools automation.
Competencies Critical to the Role
  1. Customer Orientation.
  2. Stakeholder Management.
  3. Influencing Ability.
  4. Detail orientation.
  5. Process Orientation.
Qualification

MBA PGDM any discipline.

Preferred Industry

Financial Services.

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