Manager - Retail Credit Ops

Lead a Team To Provide Value Added Services To Activities And Functions Performed At Retail Credit Operations Unit As Listed Below

• Manage the Operation's process i.e. documentation verification, Disbursal and life cycle servicing for secured products Auto, SME & Mortgage Loans
• To direct and control loan disbursal process end to end including prescreening, documentation, customer performance checks on existing liabilities and disbursal activities by ensuring that the agreed service standards are met.
• Ensure ADM are adhered to for transaction processing.
• Ensure loan applications processing are checked as per standard agreed guidelines and to meet the SLA as per agreed TAT and accuracy.
• To perform subsequent GL reconciliations and ensure NIL exceptions and reporting.
• To ensure monthly exception tracking, deferral report escalation and reporting to relevant stake holders with adherence to escalation process
• To ensure that highest possible quality is maintained in documentation review and transaction execution by the individuals within the team.
• To ensure appropriate controls are in place to track/monitor the maker checker process with audit trials.
• To ensure that all required controls, risk factors and procedures are maintained and exceptions (if any) are reported in timely manner to the management.
• Ensure periodic system access review to ensure that user access levels are in accordance to the job profile, and custody / repository of all process note, Process change memo and SOP updates.
• To maintain a positive working relationship with personnel of the other sections/divisions.
• MIS management and weekly/monthly reporting to key business stake holders.
• To ensure effective coordination with onshore team to meet SLA and TAT.
• Ensure all activities in the unit are processed in compliance with banks OPM/SOPs.
• Tracking of system issues and liaising with various departments for issue resolution.
• Handling of Change Request, BRDs for any new change, business initiative, Product launch with further UAT execution support and sign off. Adherence to Change management guidelines
• Implementation of Central Bank and Compliance Related Changes
• Manage Monthly - MER, KRI, RCSA and Reconciliation reporting within the timelines
• Support Adhoc Business requests
• Service management for CCU escalations, Customer complaints review and resolution
• Handle internal and external audits for the unit.

SLA/TAT: Ensure daily SLA achieved by a combination of monitoring and reviewing performance, spot checks and ensuring team discipline. Also ensure that all queries related to routine activities are responded by the concerned units within the time frames pre-specified. Constantly focus on credit evaluation/credit policies to increase the approval rate. Identify deviation cases and escalate to country credit for proper approvals.

Team Management: Efficient and effective handling of team in order to surpass the departmental goals in particular and organizational goal in general. To approve changes to enhance and improve Process. Increase productivity and improve Leaders skills.

Credit: Reasonable knowledge of credit policies pertaining to loan products and adherence to the parameters fixed as per credit/business.

Risk: Manage risks through exception reporting and reviewing applications processed. Ensure that all procedures laid down in the Operating procedures, PPG are adequately followed.

Interdependent co-ordination: To work closely with the other unit managers of / Business partners, Risk team to enable optimum co-ordination between the functioning of the units as well as enable adequate capacity planning to respond to forthcoming business volumes.

Morale: To promote an environment where all staff develop a sense of involvement in the conduct of their regular work and contribute ideas with the objective of achieving excellence in service quality.

Quality: To initiate and successfully follow up quality projects and productivity/work flow improvement reviews.

Escalation: Keep Unit Head, Division Heads advised of the regular activities and in particular, escalate exceptional occurrences, to enable appropriate action as well as report extraordinary occurrences and corrective and preventive actions taken.

Audit: To obtain satisfactory in group and other internal audits.

Operating Environment, Framework and Boundaries, Working Relationships

• Work in a centralized, outsourced environment for all UAE and International branches.
• Manage Loan disbursal and maintenance process at Offshore.
• Represent the unit in significant interactions with Business, Risk Management, Sales teams etc.,

Problem Solving

• Achieve a balance between customer expectations/ service experience and Operations controls.
• The job holder will need to have the ability to build consensus with a wide cross section of stakeholders while establishing a good rapport with internal and external customers/ various Business Groups/ service providers both inside and outside the organization.
• Benchmark transaction turnaround times and current processes to international best practice standards.
• Prompt trouble shooting and practical thinking is often required to resolve operational, service, and control issues which are sometimes complex and unique.

Decision Making Authority & Responsibility

• Authority to approve transaction as per delegated authority
• Decision making on irregular cases arising out of day to day operations
• Exercise job allocations, prioritization and resource utilization.
• High level of maturity and good communication skills are required to balance the needs and expectations of external stakeholders and staff
• Strong managerial and interpersonal skills with an ability to supervise teams
• Sound knowledge of banking operations and understanding of systems
• Must be able to work under pressure with short/ challenging deadlines
• In depth knowledge of procedures pertaining to lending processes and loan management systems such Flexcube and workflow systems
• Graduate/post graduate with 8-10 years of relevant experience