Manager - Operations and Service

Job Purpose

• This position is open with Bajaj Finance ltd.
• Managing the processing of Two-Wheeler business disbursement process.
• Publishing & tracking of MIS.

Duties and Responsibilities

PRINCIPAL ACCOUNTABILITIES

(Accountabilities associated with the job)

Project and Initiatives:

• Driving the QC process of Two Wheeler business for cases submitted to Ops by sales through the QC users in Branches
• Ensuring timely completion of the QC process with desired quality
• Tracking the document movement from Sales to Branch Ops to Back-office
• Coordinating with the back office team to ensure the documents are delivered at the out-sourced partner for further processing and storage
• Engaging & Liaison with PMO & IT.
• to provide resolution of the issues / escalations raised by branches
• Publishing & Tracking of multiple MIS on set frequency and for better control over each activity
• Communication / new process download to branches
• Follow up with internal stakeholders such as IT/PMO for AOP project delivery, System enhancement
• Communication / new process download to branches
  
  Monitoring and Tracking:
• Tracking MIS on Quality of file processed, issued reported and follow up to ensure high standards are achieved and maintained.
• Formally assesses branch management during visits on both functional and location control parameters.
• Ensuring focus on each branch to ensure all branch targets are met
• Maintaining manpower count as per guidelines and alerts regional managers in case of abnormal counts
• Forecasts manpower requirements and recommends hiring or downsizing accordingly.
• Monitoring compliance and audit reports to ensure closure and implementation of preventive measures.
• Ensuring policy and process adherence for all products and services.
• Tracking the document movement from Sales to Branch Ops to Back-office
• Publishing & Tracking of multiple MIS on set frequency and for better control over each activity

Branch Support:
- Trouble shooting issues arising while processing cases at the branch level & Escalates unresolved change management issues
- Taking teams and own ideas and suggesting improvements in the current process.
- Providing regular feedback to Regional Managers on credit process/policies/local markets on regular basis
- Encourages pro-active measures of team members, including product-related education to operations team
- Clarifies to Sales and Operations the changes in policies and processes - helps resolve issues
- Working closely with the hiring team for ensuring closure on hiring.
- Working closely with other cross functional teams for required support and escalations.
- Co.
- " Ordinating with branches to ensure proper implementation of policies and train them on new processes

4.
- MAJOR CHALLENGES

(Challenges faced on an on-going basis in carrying out the job)
- Should possess the below skill sets: -Team Management Skills, - Relationship Management skills, - Excellent Communication & Interpersonal Skills,- Negotiation Skills & influencing skills, - Analytical & Problem

Solving skills
- Communication to employees on frequent policy changes|
- .
- Should possess the below skill sets: -Team Management Skills, - Relationship Management skills, - Excellent Communication & Interpersonal Skills,- Negotiation Skills & influencing skills, - Analytical & Problem

Solving skills
- Communication to employees on frequent policy changes
- Manage change between the employees and team on dynamic process and policy changes
- Cross functional dependencies leading to delay in projects

5.
- DECISIONS

(Key decisions taken by job holder at his/her end)
- Solutioning on Project and process pertaining to new product development
- Ensuring approval matrix is followed

6.
- INTERACTIONS

(Key working relationships a job holder needs to have INSIDE and OUTSIDE the company to accomplish the job)

Internal Clients

Roles you need to interact with inside the organization to enable success in your day to day work.
- Business
- IT
- Finance
- HO Support Teams
- HR
- Admin

External Clients

Roles you need to interact with outside the organization to enable success in your day to day work.
- Customers

7.
- DIMENSIONS

(Key numerical data which will reflect the scope and scale of activities concerning this job)

Financial Dimensions

(These should be quantifiable numerical amounts)

NA

Other Dimensions

(Significant volume dimensions associated with the job)
- Total Team Size: 0
- Number of Direct Reports:1
- Number of Indirect Reports: 0
- Number of Outsourced employees: 0
- Number of locations: 1
- Number of products: 0

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Required Qualifications and Experience

SKILLS AND KNOWLEDGE

(Minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent)

Educational Qualifications

- Qualifications
- Graduate Degree

Work Experience
- 3-4 years.
- experience in lending business with 1+ years in Branch Operations
- Hands-on expertise on SFDC/FinnOne/CRM
- Applicant should be well versed with MS Excel & PowerPoint knowledge
- Collaborative work style to engage with peers & colleagues in other functions across the company
- Exceptionally high motivational levels and a self-starter.
- Should possess the below skill sets: -Team Management Skills, - Relationship Management skills, - Excellent Communication & Interpersonal Skills,- Negotiation Skills & influencing skills, - Analytical & Problem Solving skills