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

8

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-solving
- Analytical thinking
- Research acumen
- Judgment and Decision Making
- Exceptional communication skills.
- Proven ability toward constructive networking
- Team player and multi-tasker with exceptional organizational skills
- Sales and Marketing know-how
- Must have experience in Secured lending / unsecured lending business

12

Job Location / State

:

Chennai

13

Compensation Band

:

As per policy

14

Entitlements

:

As per policy

15

Stake Holders

:

Should be able to manage multiple stakeholders and collaborate with business heads in SULB

16

Career Progression

:

B

17

Educational Qualification / Technical Certification

:

Any UG/PG or MBA

18

Skill Sets

:

- Basic Knowledge of various marketing, sales and operations related concepts
- Exceptional communication and presentation skills
- Robust networking, negotiation and collaboration skills, and ability to work effectively in a complex multicultural and multi-time zone organization
- Good analytical and program management skills
- Ability to keep oneself updated on the regulatory frameworks and changes

19

Communication Skills

:

20

Experience

:

4 + years of overall experience

21

Behavioral Competencies

:

Uncompromising ethical standards and discipline expected

22

Other Requirements (If any)

:

C

22

Prepared by

(Name/Designation/ Date)

:

23

Approved by

(Name/Designation/ Date)

:

Vinod Reddy/Head SULB

MFL/HR/JD/V1.0@2013 Not for External Circulation

📌 Junior Manager - Central Operations (Chennai)
🏢 Muthoot Fincorp
📍 Chennai