Job Description : Process Management

Process Management

To manage file processing and disbursal of loans of retail asset products offered by the bank as mentioned below : o Secured Loans (Gold Loan)o Unsecured Loans (Personal Loan) To ensure Quarterly stock / weight verification in all Gold Loan branches.

Roll out of new products at all branches under area. Risk Optimization Carrying out the roles defined in Operational Risk Management policy as a first line of defense.

Nil Operational Errors and Financial Loss. To conceptualize, design, develop and implement system controls with a view to improve operational risk management Investigate staff lapses, errors and take corrective actions.

Analyze root cause of attempted fraud / Actual fraud and suggest corrective measures.Cost Optimization To contribute effectively towards process efficiency and cost saving.

TAT and FTNR Tracking TAT and FTNR of Processes.Customer ( Internal and External) Ensure that all queries and complaints logged in CRM pertaining to the Branch are resolved within agreed TATs.

To ensure regular Branch visits - monthly & Quarterly in all Gold Loan branches. To ensure timely resolution of customer escalations and to work on reduction of the same.

Regularly monitor service time and wait time at customer service centers Investigate customer complaints and analyze and help the branches resolve the same.

Vendor Management Coordination with external agencies / vendors / system support teams.Audit and Compliance To ensure satisfactory Audit Ratings and minimal critical exceptions.

Process excellence and Enhancements To constantly motivate staff for focus on process re-engineering and process improvements to meet the changing needs of the customer / environment.

Regularly suggest process changes which will help in design and development of system controls with a view to reduce manual processes and improve operational risk controlPeople Development Recruit, train and develops staff ensuring adherence to Banks HR systems and procedures Performance Monitoring, Appraisals, Career Growth and succession planning.

Skills

Banking Product & Process Knowledge

Regulatory knowledge

Planning and Organizing Skills

Communication Skills

Leadership Skills

Team Building