Function/ Department: Retail Assets - Business Banking
Job Purpose:
The role holder has the responsibility to manage operations for the entire gambit of Retail Asset products offered by the bank. The role holder is expected to assist in making policy and strategic decisions, as well as the development and implementation of operational policies and procedures.
Roles & Responsibilities:
- Analytical skills to deep dive on customer complaints and identify the process gaps and area of opportunities.
- Six Sigma GB, BB / PMP certified and able to manage multiple projects driving product and process enhancements.
- Seasoned individual in retail asset business and has work experience in Banks / NBFC’s.
- Needs an understanding of the loan servicing elements and overall loan journeys.
- Goal oriented individual who can conduct process mapping for recent and existing business processes to meet operational effectiveness goal and customer satisfaction
- Driving customer experience, FCR, SQC’s and reduction in TAT by resolving existing process / system issues.
- Efficient in preparing PPT for SMT and lead all periodic SMT reviews and workshops
- Preparing SOP’s and knowledge documents for the customer service team to achieve FCR, reduction in TAT and STP processes