Lead - Operations and Service

Job Purpose Plan and lead management of project lifecycle for changes in processes and systems owing to scope for FPC process improvements, new product introductions, and regulatory changes Duties and Responsibilities Serve as a Single Point of Contact setting up the FPC processes across 34 businesses, Ensure adherence on non-negotiable processes-Engage in any new, existing product & processes from FPC standpoint of view, suggest changes as & when required-Design & execute IT built to control FPC processes -Create FPC culture in all 34 businesses – design R&R, Knowledge series, testimonials, etc-Responsible for Audit & control of product programs-Work closely with multiple internal clients & external partners to understand and contribute to improving the processes and their Fees & Charges-Continuously assess competition activities and do interventions to achieve our FPC goals-Create training content & liaisoning with the school of operations to execute for end users (Product & COE teams)-Conduct regular and detailed reviews with business teams to understand their processes and devise solutions to business from FPC standpoint of view-Proficient at analyzing process trends to provide critical inputs & formulating alerts for seniors.
-Proficient in managing and leading teams for running successful process operations and experience of implementing procedures & service standards for business excellence.
-Excellent people management skills with abilities in formulating & implementing tactical initiatives to achieve corporate strategic goals.
?Audit Trail Document-Business-wise control on the content of Audit trail document-RCA on cases where Audit trail has not been generated?
Collateral management -Manage customer-facing collaterals (App form, sanction cum agreement & welcome letter) – Modification, addition & deletion without disturbing business.
-Ensure all available fields of collaterals should be dynamic to avoid a mismatch on charges levied & charges available on collaterals ?
Team development-Participate in the recruitment process to identify the right talent for various positions within the team-Determine individual training needs and development plans to build expertise and enhance skills in the team-Conduct product and process-related training.
-Establish individual performance expectations and regularly review the individual performance of the team-Identify and create development opportunities for team members to enhance functional & business knowledge related to Charges maintenance & it’s business relevance-Set objectives, conduct reviews, and close appraisal processes for the team as per timelines Required Qualifications and Experience Ensure focus on AOP and critical FPC projects to deliver as per expectations and timelines and ensure consistency of charges across all customer collaterals & system.
Additionally, close watch on control & timely Audit of all FPC parameters which includes PPG, Fees, Charges, Collaterals & Systems.
Culture Anchor:Think like an Entrepreneur - Encourages new ideas, helps teams improve, and supports them in taking up challengesPractice Emotional Intelligence - Listens to others, stays calm under pressure, and treats everyone with respect.
Transform Continuously - Explores opportunities and encourages teams to improve processes and systems for better delivery.
Own it - Ensures teams achieve targets, drives capability building and inculcates a sense of accountability in the team.