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 recent 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