Junior Manager - Central Operations

JUNIOR MANAGER - CENTRAL OPERATIONS Job Description A Job Specification 1 Company Name : Muthoot Fincorp Limited 2 Position / Designation Junior Manager - Central Operations 3 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 Strong 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