Job Description

A
Job Specification
1
Company Name
:
Muthoot Fincorp Limited
2
Position / Designation

Junior Manager - Central Operations3
Grade
:
JM3
4
Department
:
Secured & Unsecured Lending Business
5
Sub Department (if any)
:

6
Employment Type
:
Full time
7
Reporting to –
Designation & Grade
:
Operations Manager
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No. of Reportees,
Designation & Grade
:

9

Main Tasks
:
- End to end processing of lending product applications - KYC, bank statements, bureau checks, physical delivery in case of credit cards etc.
- Take complete ownership and accountability of all operations related metrics like TATs, Customer Satisfaction scores etc.
- Continuously improving upon the processes to minimize process gaps and enhance customer experience
- Gather ground-level insights and work with product teams to ideate and implement automation solutions to improve efficiency & TATs
- Suggest ways to improve customer experience based on feedback from merchants
- Escalation Handling - Handle escalations to satisfaction, implement corrective and preventive measures




- Risk management and policy implementation for various day to day processes
- Capability to quickly build/edit processes to manage new initiatives with existing bandwidth for growth experiments

10
Areas of Responsibility
:
- Managing the business operations ensuring the best possible customer experience, TAT adherence and compliance
- Developing and implementing systems, and operational processes and coordinating with various stakeholders and teams to deliver delightful customer service
- Compliance and customer service frameworks for various digital products being extended at our company
- Automation of at least 2 processes or activities to achieve cost savings or deliver better customer experience or improve efficiency
- Competitor and Market study to understand the best practices and design an implementation plan for the same
- Achieve an uptick in Net promoter score

11
Special Requirements (If any)
:
- Problem-solv

📌 Junior Manager (Chennai)
🏢 Muthoot Fincorp
📍 Chennai