RO:RL - Zonal Operations Head
About this role
Key Responsibilities
1. Manage a Zone consisting of 4 to 6 Regions and 10 to 25 Loan Centers (RA, BB & SBB)
2. Monitor performance of Regional Operations Head and Area Operations Manager in managing their respective region and
loan Centers respectively
3. Responsible for smooth functioning of Disbursements and Customer Services of each Loan Center
4. Standardize the process followed at Loan Centers and ensure uniformity
5. Ensure that Operations and Customer Service Metrics are tracked at all Loan Centers
6. Ensure high NPS Score of each location and of overall Zone
7. Monitor audit checkpoints like Service Quality, PHA & Internal Audits and ensure full compliance
8. Ensure compliance with internal policies and external regulations
9. Ensure training to the team on new processes and policies
10. Coordination with Zonal Heads of Sales, Credit, FCU, Legal and Collection
11. Liaising with Central Operations for the processes
12. Ensure deployment and optimal utilization of resources at each Location
13. Monitor and management of exception and escalations
14. Relationship Management within Location and cross function teams
15. Ensure achievement of Cross Sell Targets of each Location in the Zone and of overall Zone
16. Aim at reduction of Concurrent Audit and Internal Audit observations
17. Monitor Administrations and Vendor Management at each location
18. To take responsibility in Process Rationalization, Simplification and Automation.
Qualifications
Optimal qualification for success on the job is:
· Post-graduation / Graduation from a recognized institute
Role Proficiencies:
For successful execution of the job, the candidate should possess the following:
· Knowledge of banking products and services
· Knowledge of regulatory guidelines and norms
· Good communication (both verbal and written) skill in both English and the local language
· Ability to manage complex client situations
· Ability to manage risk and uncertainty for self and team within a dynamic priority-setting environment
Ability to handle pressure and meet deadlines
Frequently Asked Questions
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You'll be redirected to Axis Bank's official application page on ripplehire.