Manager - Operations and Service

Manager - Operations and Service - About The Role

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

Projects 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 & liaising 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 files processed, issues 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 alerting 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:- Troubleshooting issues arising while processing cases at the branch level and escalating 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.
- Encouraging proactive measures of team members, including product-related education to operations team.
- Clarifying 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.
- Coordinating with branches to ensure proper implementation of policies and train them on new processes.

Major Challenges- Should possess the following setsTeam Management s, Relationship Management s, Excellent Communication & Interpersonal s, Negotiation & Influencing s, Analytical & Problem Solving s.
- 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.

Decisions- Solutioning on project and process pertaining to new product development.
- Ensuring approval matrix is followed.

Interactions

Internal Clients- Business
- IT
- Finance
- HO Support Teams
- HR
- Admin

External Clients- Customers

Dimensions

Financial Dimensions- Not Applicable

Other Dimensions- Total Team Size0
- Number of Direct Reports1
- Number of Indirect Reports0
- Number of Outsourced Employees0
- Number of Locations1
- Number of Products0

Required Qualifications and Experience

s and Knowledge

Educational Qualifications- Graduate Degree

Work Experience- 3-4 years experience in lending business with 1+ years in Branch Operations.
- Hands-on expertise on SFDC, FinnOne, or CRM.
- Applicant should be well versed with MS Excel & PowerPoint.
- 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 following setsTeam Management s, Relationship Management s, Excellent Communication & Interpersonal s, Negotiation & Influencing s, Analytical & Problem Solving s.