Regional Operations Manager - Mumbai

• Customer Service & Relationship Management
• Communication & Interpersonal Skills
• Integrity and strong ethical standards.
• Effective communication and reporting.
• Process orientation and innovative mindset.
• Networking and stakeholder management.
• Problem-Solving & Resolution Management.

• Ensure infrastructure and technology is made available for the team to run day to day operations
• On-board people at the right time and with experience & specific capabilities in operations, banking and lending domain
• Ensure driving BCP drills and sharing BCP reports every quarterly to Operations Head for testing BCP set up capabilities

• Manage all aspects of the operations transaction life cycle transactions from post sanction, pre & post disbursement requirements, documentation and servicing activities, disbursals and post disbursal actions and ensure timely and accurate transaction processing
• Act as the point of escalation on critical customer complaints and authorise high value transactions / complex/ structured transactions.
• Lead the establishment of robust customer management

• Ensure daily execution of documentation in full compliance with the internal standards and external regulatory requirements
• Ensure timely preparation and issuance of required letters like sanction letters, amendment letters, ROI based on credit decisions/ sanction note
• Ensure standard legal and security documents are given to the Business team, depending on type of product and security within stipulated timelines

• Ensure follow ups of outstanding PDDs/OTC and look into escalation cases, where required
• Ensure completion of all activities related to security perfection of assets - CERSAI
• · Ensure renewal tracking done by the team and ensure that renewal letters are prepared and issued within stipulated timelines Supervise the loan booking and servicing activities for their respective zones and ensure they are completed within the stipulated TAT

• Ensure all policies and processes related to loan processing and disbursement are up to date and followed by the team
• Conduct internal branch audits at regular intervals to ensure there are no critical observations
• Maintain performance metrics, defect ratio and ensure SLAs are met within the agreed timelines
• Ensure ROC, CERSAI and SRO charge registration is completed within given timelines

• Ensure requests of all case logins from branches are being timely attended by vendors. Escalation point for issues in logins
• Ensure that the team is having regular interactions with the Relationship Manager to complete correct documentation at the customer’s end
• Attend meetings with Sales and Risk team to discuss outstanding PDDs/OTCs, issues and escalations

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Aditya Birla Group