Assistant Manager - Processing

Role Purpose

Responsible for leading a large team of FTEs/ NFTEs spread across the zone, managing the processing agency.

Role Accountability

• Manage application processing volume and drive achievement of accuracy , productivity & TAT
• Raise pro-active alerts in case SLAs are not met and taking regular training sessions to improve accuracy levels
• Develop a operating rhythm with vendors which ensures smooth running of operations 24X7
• Manage and coordinate with vendor for headcount requirements & ensure availability as per volume projections received from Sales teams
• Build a robust Training & Feedback mechanism with vendors which ensures new agents are adequately trained & get requisite feedbacks once they begin production, Training & Coaching of prescreens as per credit policies & also ensuring any updations or changes are also passed on to all agents real time basis
• Monitor, control & improve vendor operations and drive adherence to compliance standards towards Information security guidelines issued by the organization
• Enable production rights of outsourced staff and monitor them till complete life cycle of an agent
• Ensure monthly provisioning & timely clearance of vendor bills as per vendor contract
• Ensure process documentation and compliance adherence

Measures of Success

• Process TAT as per SLA for P90 Segment
• Processing Accuracy as per SLA
• CCRP Complaints (of total volumes processed)
• Process adherence as per MOU

Technical Skills / Experience / Certifications

• Credit Card knowledge along with good understanding of Credit Processes
• Knowledge of credit documentation, basic financial ability

Competencies critical to the role

• Process Orientation
• Teamwork & Collaboration
• Analytical Ability
• Innovation & Problem Solving

Qualification

Post GraduateGraduate in any discipline

Preferred Industry

FSI

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