Bajaj Finserv
Job Description
Job Reference JR00084126 Job Summary Area Manager – Credit Operations Senior Area Manager – Credit Operations Job Purpose Responsible for guiding team to provide required operational support resolve challenges issues faced in branch operations driving various projects to cater to branch requirements and ensuring high customer satisfaction is maintained at urban branches managed at Regional level Monitors and ensures closure of customer queries and requests as per committed TAT – reviews escalated grievances for opportunities to improve service capability This position is open with Bajaj Finance ltd Job Duties Key Responsibilities Duties and Responsibilities – Quality maintenance of nach mandate Provide administrative oversight to ensure parameters are correctly being filled timelines are being adhered to and quality check is happening in alignment with set standards Ensure review mechanisms are in place at branches to monitor activities operations and maintain quality of nach mandates Maintaining TAT Monitors and ensures mechanism in place for processing of files within desired TAT Monitors that locally controllable causes for processing delays are eliminated Intervenes to ensure prompt support from HO for specific pending issues Controlling Error Rates Monitors and ensures focus on diagnosing and minimising error rates – intervenes after significant error events to facilitate diagnosis corrective and preventive decision-making and implementation Monitors for error-free Cash Management by Branch Cashiers – ensures controls are rigorously maintained Cross selling Ensures effective coaching of and regular communication with branch cashiers on cross selling Insurance PL and other products to walk in customers – monitors cross sell performance Service to stakeholders Guide team in engagement with employees at the branches to understand their requirements challenges faced and providing resolution to ensure attrition remains under check and employee satisfaction is also maintained Engage with Area and Regional sales heads on quarterly basis to seek for their support to drive improvements in processes other business parameters also share feedback on operations and suggest for improvement Interact with credit team to understand various requirements for branch operations monitor cibil score of customer data seek support in remedial of challenges issues faced in branch operations also provide inputs in refinement of credit policies and systems Lead team to coordinate with collections team and provide resolutions to any challenges faced by them Team management Works with HR and AOMs to recruit internal and external candidates Interviews and assesses shortlisted candidates to recommend to HR hiring upto Grade E03 Co-creates development plans for each direct team member Ensures development planning by AOMs of their teams Tracks and persuades for implementation of development plans Establish individual performance expectations and regularly review individual performance of the team Participate in staffing and recruitment process to identify the right talent for various positions within urban branch operations team 4 MAJOR CHALLENGES Challenges faced on an on-going basis in carrying out the job Communication to employees on frequent policy changes Manage change between the employees and team on dynamic process and policy changes Managing and delivering the branch operations in alignment with set guidelines and compliance requirements Keep self informed of the changes in the schemes products and adjustin Required Qualifications and Experience a Qualifications Graduate Post graduate b Work Experience Minimum 8-9 years of experience Prior experience in branch operations Understanding of operations processes and policies
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