Require for Cluster Manager - Credit Operations

Job Description

* Duties and Responsibilities - PRINCIPAL ACCOUNTABILITIES (Accountabilities associated with the job) 1. Resolving escalations Resolving customer escalations received from various regulatory bodies- RBI Ombudsman & CEPC Centers on a timely basis A continuous recon mechanism to track timely closure of complaints on RBI CMS portal and BFL CRM portal Flag for any delay on resolution to the RBI center and highlight concerns raised by RBI to BFL senior team To keep self updated on the various circulars rolled out by RBI from time to time and share the same internally Visit BFL branches and meet customers to track and resolve complaints. Ensure that regular MIS and dashboards are published based on the regulatory requirements for all complaints. 2. Reducing escalations Manage the schedule of regularly visiting the various RBI Consumer Education & Protection Cells as well as NBFC Ombudsman centers to conduct consumer education and engagement sessions & conciliation meetings Conduct analysis of complaints to identify categories and trends. Work with respective internal teams to do Root Cause Analysis and Corrective Action Preventive Action. Formulate and drive initiatives to reduce future customer escalations. Stay updated on any new products and services being launched. Identify potential issues that could occur and suggest mechanisms to proactively minimize complaints. Take support and advise from Compliance & Legal team depending on the nature of customer escalation/concern raised by the regulatory body 4. MAJOR CHALLENGES (Challenges faced on an on-going basis in carrying out the job) Impromptu requirements keep coming from RBI especially as the company is growing. These changes need to be driven urgently but don t always get necessary time and attention from business. High volumes of complaints come as various RBI centers send complaints in batches. Addressing this by planning visits to RBI centers and taking help from internal team members There is a need to keeping up to date on all products and businesses but there is no structured mechanism for the team to get these inputs. 5. DECISIONS (Key decisions taken by job holder at his/her end) Deciding on customer exceptions & compensation within the guidelines of the empowerment Take decision in favor of customer by way of compensation or otherwise basis the merits of the case 6. INTERACTIONS (Key working relationships a job holder needs to have INSIDE and OUTSIDE the company to accomplish the job) Internal Clients Roles you need to interact with inside the organization to enable success in your day to day work All Business teams Risk team Legal & Compliance team COE teams Product teams: To resolve customer complaints/ escalations as well as to review & analyze past complaints and drive corrective actions. RBI Centers: To resolve and update on complaints received from a RBI Center and share an update during the periodic * Duties and Responsibilities - DECISIONS (Key decisions taken by job holder at his/her end) Deciding on customer exceptions & compensation within the guidelines of the empowerment Take decision in favor of customer by way of compensation or otherwise basis the merits of the case 6. INTERACTIONS (Key working relationships a job holder needs to have INSIDE and OUTSIDE the company to accomplish the job) Internal Clients Roles you need to interact with inside the organization to enable success in your day to day work All Business teams Risk team Legal & Compliance team COE teams Product teams: To resolve customer complaints/ escalations as well as to review & analyze past complaints and drive corrective actions. RBI Centers: To resolve and update on complaints received from a RBI Center and share an update during the periodic meetings. External Clients Roles you need to interact with outside the organization to enable success in your day to day work Representatives of RBI and NBFC Ombudsman: To report status of customer escalations understand new regulatory provisions and conduct customer education sessions. Vendors/ Service Providers and Partners: To understand and review processes from the perspective of customer complaints and discussing how to handle escalations better. 7. DIMENSIONS (Key numerical data which will reflect the scope and scale of activities concerning this job) Financial Dimensions (These should be quantifiable numerical amounts) NA no defined budget Other Dimensions (Significant volume dimensions associated with the job) Total Team Size: 1 Number of Direct Reports: NA Number of Indirect Reports: NA Number of Outsourced employees: NA Number of locations: 1 Number of products: All Products Average number of escalations handled per month: Total 300-350 RBI escalations from all centers 70-75 by team member , * SKILLS AND KNOWLEDGE (Minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent) Educational Qualifications a) Qualifications Minimum Qualification: Graduate/ Post Graduate b) Work Experience Minimum 5 years of experience Needs to have spent at least 2-3 years within BFL so that he/ she understands the company s business lines and has stakeholder connect

Keyskills :
salesmarketingbusiness developmentretailinsuranceroot cause analysiscognos framework managerroot causeexternal clientscorrective actionservice providerscustomer education