Unit Manager - Debt Management Services - COE/Senior Unit Manager

Job Purpose


Objective is to create a virtuous cycle of improvement in our product process to increase ease for our DMS Field team to run their daily activities.

Ensuring timely execution of campaigns along with the governance checks.

Ensuring timely communication to stakeholders on project deliverables

Campaign performance Analysis post execution for process optimization and effective communication

Preparation of management MIS on various communication projects and deliveries.

Understanding of all business requirements will be an added advantage

Preparation of management MIS on various communication projects and deliveries

Understand change requirements and evaluate to take decision on selection of processes for automation based on impact and extent of change.

Duties and Responsibilities

Communication planning and executing the campaigns within well-defined TAT.

Governance checks in all the campaigns with end-to-end scenarios is mandatory to avoid escalations

Strong technology adoption, project delivery and domain experience in Debt Management services

Responsible for managing defining solutions for business requirements with respect to system fitment with keeping operational process in center

KPI development and monitoring

Managing Communications (All communication channels) for DMS.

Script development for all communication as per business use cases.

Liaison with external and internal stakeholders for campaign development, white-listing and management.

Execution of Notification, Email, Whatsapp, Voice Bot and SMS campaigns for higher digital payment penetration

Key Decisions / Dimensions

To execute cross-functional digital projects maintain and manage agreed timeline

To Improve campaign efficiency by continuously analyzing campaign performance

Major Challenges

To execute cross-functional campaigns as per agreed timeline and in-line with regulatory, legal compliance guidelines.

To execute all the communication campaigns errorless and adhere to the timelines.

Have system knowledge along with communication skills.

To solve problems for issues that may emerge in the fulfillment space in course of a cross-functional digital project.

Identify high customer impact processes within fulfillment and transform them toward digital channel.

To make sure real time support to field team in sending the communication campaigns.

Required Qualifications and Experience


a)Qualifications
Engineering Graduates/ Postgraduate Fresher or experienced with Project Management skill set along with communication skills.
b)Work Experience
More than 0-2 years of experience in financial industry
Understanding or experience in Project Management, semi technical understanding of Oracle Responsys, SQL, APIs, Loan life cycle understanding and majorly should have good Excel knowledge.