RO:RL - Zonal Operations Head

Key Responsibilities

1. Manage a Zone consisting of 4 to 6 Regions and 10 to 25 Loan Centers (RA, BB & SBB)

2. Monitor performance of Regional Operations Head and Area Operations Manager in managing their respective region and

loan Centers respectively

3. Responsible for smooth functioning of Disbursements and Customer Services of each Loan Center

4. Standardize the process followed at Loan Centers and ensure uniformity

5. Ensure that Operations and Customer Service Metrics are tracked at all Loan Centers

6. Ensure high NPS Score of each location and of overall Zone

7. Monitor audit checkpoints like Service Quality, PHA & Internal Audits and ensure full compliance

8. Ensure compliance with internal policies and external regulations

9. Ensure training to the team on new processes and policies

10. Coordination with Zonal Heads of Sales, Credit, FCU, Legal and Collection

11. Liaising with Central Operations for the processes

12. Ensure deployment and optimal utilization of resources at each Location

13. Monitor and management of exception and escalations

14. Relationship Management within Location and cross function teams

15. Ensure achievement of Cross Sell Targets of each Location in the Zone and of overall Zone

16. Aim at reduction of Concurrent Audit and Internal Audit observations

17. Monitor Administrations and Vendor Management at each location

18. To take responsibility in Process Rationalization, Simplification and Automation.

Qualifications

Optimal qualification for success on the job is:

. Post-graduation / Graduation from a recognized institute

Role Proficiencies:

For successful execution of the job, the candidate should possess the following:

. Knowledge of banking products and services

. Knowledge of regulatory guidelines and norms

. Good communication (both verbal and written) skill in both English and the local language

. Ability to manage complex client situations

. Ability to manage risk and uncertainty for self and team within a dynamic priority-setting environment

Ability to handle pressure and meet deadlines