Assistant Operations Manager

Reporting To: Senior Operations Manager

Major Responsibilities

1. Customer Onboarding

• Engage with key customer users to understand their business and technical goals for using Valocity and understanding their activation, onboarding and training needs. Build strong and effective relationships with them
• Advocate customer business use-cases to product development team
• Define and track key performance indicators for the customer onboarding process and ongoing platform monitoring and usage
• Oversee the regular governance reporting for each client, report on customer onboarding status and customer satisfaction levels
• Report monthly on SLA, customer satisfaction and issues for customers and where necessary recommend improvements to process or service to resolve
• Drive customer outcomes, product adoption and customer experience

2. Customer Support

• Lead onboarding implementation and training throughout the onboarding process as required
• Communicate effectively between Valocity and our customers as to what needs to be done, by whom and when and ensuring regular updates on progress
• Take ownership of any challenges and concerns raised by customers and find solutions to assist them
• Build system and processes to deliver customer support in the most efficient and effective way, leverage technology to deliver the customer experience
• Creating forms on form builder, setting up the report templates, testing the product when new features are released, escalate issues, report system errors/bugs.

3. Valuer Management

• Build relationship with Valuer community
• Support product team with feedback from Valuer community to help enhance the platform to the next level of innovation
• Manage and engage in objection handling and building trust within the Valuer community for Valocity platform

4. Others

• Ongoing training of Valuers and users
• Work with Marketing to build the best possible solutions to impart training and build awareness of the platform
• Provide support for marketing activities to create awareness amongst target group, manage valuer profiles on Valocity, screening applications of valuers who wish to get registered on Valocity Platform
• Leverage data and analytics to drive efficiency, identify gaps and monitor progress
• Work with your teams to identify and deliver positive change and business efficiencies
• Keep up to date with any industry changes affecting the business, represent the organisation in industry forums
• Will support BD, Product and other teams as and when required by the business.

Working Relationships

• Lender Users and Valuers
• India Product Team

Key Requirements

Personal Attributes

• Experience in managing the Valuers across geographies and understanding of the Valuation process in mortgage lending
• Experience managing an Onboarding and/or Product Support function and team at a global SaaS software company
• Superior problem solving and resolution skills to solve challenges during the customer lifecycle in order to instil trust and account growth from our customers as well as retention rate
• A positive can-do attitude with the ability to work autonomously and as part of a team as we grow our business and operations in India
• Exceptional verbal communication skills with a proven ability to build and maintain strong internal and external relationships
• Results driven mindset, with ability to take on personal challenge of driving and delivering business results and outcomes.

Experience

• 3-5 years plus experience in a Valuer Management/ Valuation process
• Success in deepening relationships with Valuer/ Lenders resulting in increased revenue and services bought by the customers
• Experience in leading customer onboarding / support teams with demonstrable understanding of best practice
• Experienced in developing and implementing new systems and processes in a fast-moving environment
• Proficiency in regional language will be a big plus.

Qualifications

• Bachelors degree in related field

Technical Skills

• Has done Valuations or managed Valuers in a large Bank or Lending institution
• Working knowledge of MS office- Excel, PowerPoint, Word etc
• CRM (ideally Hubspot) or such tools to manage support desk.

Why Join Valocity

• Join a high-growth global technology company with a significant India opportunity
• Work directly with senior leaders and some of India's leading financial institutions
• Help modernise property decisioning across lending, valuation, project finance and legal workflows
• Represent trusted digital infrastructure built for regulated environments
• Build a career with meaningful growth, ownership and impact.