Job Purpose
- To manage direct offshore – comprising the e2e onboarding process of retail products
- To direct and control Personal Loans and Cards application processing end to end including underwriting, CPV and Disbursal processes by ensuring that the agreed service standards are met.
- To review the cases to ensure that all product Parameters and policy criteria are met
- Ensure Personal Loans and Cards applications processing are checked and to meet the SLA as per agreed TAT and accuracy
- To ensure monthly exception tracking and reporting to relevant stake holders with adherence to escalation process
- To ensure that highest possible quality is maintained in e2e onboarding process of retail products by the individuals within the team.
- To ensure that all required controls, risk factors and procedures are maintained.
- To maintain a positive working relationship with personnel of the other sections/divisions/onshore / offshore teams
- MIS management and weekly/monthly reporting to key business stake holders
Key Result Areas
SLA/TAT: Ensure daily SLA achieved by a combination of monitoring and reviewing performance, spot checks and ensuring team discipline. Also ensure that all queries related to routine activities are responded by the concerned units within the time frames pre-specified. Constantly focus on data entry quality/credit policies to increase the approval rate.
Team Management: Efficient and effective handling of team in order to surpass the departmental goals in particular and organizational goal in general. To approve changes to enhance and improve Process. Increase productivity and improve Leaders skills.
To review daily rejects/referrals and find ways to improve the reject/referrals thru training and applying continuous learning
Credit: Good knowledge of credit policies pertaining to retail products and adherence to the parameters fixed as per country credit risk team.
Risk: Manage risks through exception reporting and reviewing applications processed. Ensure that all procedures laid down in the Operating procedures, PPG are adequately followed.
Interdependent co-ordination: To work closely with the other unit managers of / Business partners, Risk team to enable optimum co-ordination between the functioning of the units as well as enable adequate capacity planning to respond to forthcoming business volumes.
Morale: To promote an environment where all staff develop a sense of involvement in the conduct of their regular work and contribute ideas with the objective of achieving excellence in service quality.
Quality: To initiate and successfully follow up quality projects and productivity/work flow improvement reviews.
Escalation: Keep Unit/Division Heads advised of the regular activities and in particular, elevate exceptional occurrences, to enable appropriate action as well as report extraordinary occurrences and corrective and preventive actions taken.
Audit: To obtain satisfactory in group and other internal audits.
Operating Environment, Framework and Boundaries, Working Relationships
- Work in a centralized, outsourced environment for all UAE and International branches.
- Manage e2e onboarding process of retail products
- Represent CIC unit in significant interactions with Risk Management, area managers/ Overseas branches/ business stakeholders in RBG
- Work in close association with onshore and facilitate proper coordination with all relevant stake holders
- To be part of process / product improvisations and drive all initiatives
- Should ensure all key risk are mitigated with effective controls in place
Problem Solving
- Achieve a balance between customer expectations/ service experience and Operations controls.
- The job holder will need to have the ability to build consensus with a wide cross section of stakeholders while establishing a good rapport with internal and external customers/ various Business Groups/ service providers both inside and outside the organization.
- Benchmark transaction turnaround times and current processes to international best practice standards.
- Prompt trouble shooting and practical thinking is often required to resolve operational, service, and control issues which are sometimes complex and unique.
Decision Making Authority & Responsibility
- Decision making on irregular cases arising out of day to day operations
- Exercise job allocations, prioritization and resource utilization.
Knowledge, Skills and Experience
- High level of maturity and good communication skills are required to balance the needs and expectations of internal and external stakeholders and staff
- Good managerial and interpersonal skills with an ability to supervise teams
- Sound knowledge of credit policies and understanding of systems
- In depth knowledge of procedures pertaining to cards data entry/CPV processes
- Must be able to work under pressure with short/ challenging deadlines
- Graduate with 5+ years’ work experience in Retail products onboarding environment
- Good analytical skills
- Should have handled a similar role for atleast 2-3 years
Behavioral Competency
- COMPETENCY
- LEVEL (1-4)
- (1-Basic 4- Sr. Managerial)
- LEADERSHIP – LEVEL 3
- COMITTMENT TO RESULTS – LEVEL 3
- CUSTOMER FOCUS – LEVEL 3
- INTERPERSONAL RELATIONSHIPS – LEVEL 3
- ADAPTABILITY AND INNOVATION – LEVEL 3
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