<table style="color:#222222; font-family:Arial, Helvetica, sans-serif; font-size:small; font-style:normal; font-variant-ligatures:normal; font-variant-caps:normal; font-weight:400; letter-spacing:normal; orphans:2; text-align:start; text-transform:none; white-space:normal; widows:2; word-spacing:0px; -webkit-text-stroke-width:0px; background-color:#ffffff; text-decoration-thickness:initial; text-decoration-style:initial; text-decoration-color:initial; width:531pt; margin-left:7px; border-collapse:collapse; border:1pt solid windowtext" width="708"> <tbody> <tr style="break-inside:avoid; height:16.7pt"> <td colspan="2" style="border:1pt solid windowtext; background:#d9d9d9; width:531pt; padding:0cm 5.4pt; height:16.7pt; background-color:#ffffff" valign="top" width="708"> <h1 style="text-align:justify"><span lang="EN-US" style="font-size:14pt"><span style="font-family:Calibri, sans-serif">4) Key Result Areas:</span></span></h1> </td> </tr> </tbody> <thead> <tr style="height:25.15pt"> <td style="border-bottom:1pt solid windowtext; background:#d9d9d9; width:260pt; border-right:1pt solid windowtext; border-left:1pt solid windowtext; border-top:none; padding:0cm 5.4pt; height:25.15pt; background-color:#ffffff" width="347"> <p><b>Key Result Areas&nbsp;</b></p> </td> <td style="border-bottom:1pt solid windowtext; background:#d9d9d9; width:271pt; border-top:none; border-left:none; border-right:1pt solid windowtext; padding:0cm 5.4pt; height:25.15pt; background-color:#ffffff" width="361"> <p align="left" style="text-align:left"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif">Supporting Actions</span></span></p> </td> </tr> </thead> <tbody> <tr style="height:23.85pt"> <td style="border-bottom:1pt solid windowtext; width:260pt; border-right:1pt solid windowtext; border-left:1pt solid windowtext; border-top:none; padding:0cm 5.4pt; height:23.85pt; background-color:#ffffff" valign="top" width="347"> <p>Management of New Branches &amp; Running Continuity Plan for existing Branches</p> </td> <td style="border-bottom:1pt solid windowtext; width:271pt; border-top:none; border-left:none; border-right:1pt solid windowtext; padding:0cm 5.4pt; height:23.85pt; background-color:#ffffff" width="361"> <ul type="circle"> <li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Work out a plan with costing and budgets to manage branches in all locations for their respective zones.</span></span></span></li> <li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Ensure that the best technology and vendor are made available for the team to run day to day operations.</span></span></span></li> <li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">On-board people at the right time and with experience &amp; specific capabilities in operations, banking and lending domain.</span></span></span></li> <li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Ensure driving BCP drills and sharing BCP reports every quarterly to Operations Head for testing BCP set up capabilities.</span></span></span></li> </ul> </td> </tr> <tr style="height:23.85pt"> <td style="border-bottom:1pt solid windowtext; width:260pt; border-right:1pt solid windowtext; border-left:1pt solid windowtext; border-top:none; padding:0cm 5.4pt; height:23.85pt; background-color:#ffffff" valign="top" width="347"> <p>Operations Management</p> </td> <td style="border-bottom:1pt solid windowtext; width:271pt; border-top:none; border-left:none; border-right:1pt solid windowtext; padding:0cm 5.4pt; height:23.85pt; background-color:#ffffff" width="361"> <ul type="circle"> <li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Oversee all aspects of the operations transaction life cycle transactions from pre &amp; post sanction, post disbursement requirements, documentation and servicing activities and ensure timely and accurate transaction processing.</span></span></span></li> <li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Act as the point of escalation on critical operation and customer complaints and authorise high value transactions / complex/ structured transactions.</span></span></span></li> <li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Lead the establishment of robust &amp; scalable operation management.</span></span></span></li> <li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Frameworks to minimize complaints and drive retention.</span></span></span></li> <li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Enable data support on litigation cases and ensure the team provides all the required information in a timely and seamless manner.</span></span></span></li> <li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Provide exceptional approvals for PDD/OTC queries, deviations and resolution management.</span></span></span></li> </ul> </td> </tr> <tr style="height:23.85pt"> <td style="border-bottom:1pt solid windowtext; width:260pt; border-right:1pt solid windowtext; border-left:1pt solid windowtext; border-top:none; padding:0cm 5.4pt; height:23.85pt; background-color:#ffffff" valign="top" width="347"> <p>Pre Disbursement Activities</p> </td> <td style="border-bottom:1pt solid windowtext; width:271pt; border-top:none; border-left:none; border-right:1pt solid windowtext; padding:0cm 5.4pt; height:23.85pt; background-color:#ffffff" width="361"> <ul type="circle"> <li style="background:white; margin-left:15px">Oversee daily execution of documentation in full compliance with the internal standards and external regulatory requirements.</li> <li style="background:white; margin-left:15px">Ensure timely execution of cases in pre &amp; post sanction within the defined TAT.</li> <li style="background:white; margin-left:15px">Ensure standard legal and security documents are given to the Business team, depending on type of product and security within stipulated timelines.</li> <li style="background:white; margin-left:15px">Ensure customer submitted documents are checked within the given timelines. In case of discrepancies, share details with the business team to complete/ rectify the documentation.</li> <li style="background:white; margin-left:15px">Support in smooth resolution of complex documentation issues.</li> <li style="background:white; margin-left:15px">Oversee DNR, OVD, PDD and OTC tracking done by the team prior to issuance of release order.</li> </ul>

		<ul type="circle">
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Ensure error free transactions within defined timeframe.</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Manage disbursements &amp; track un-encashed payments within the stipulated TAT.</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Attend to unidentified funds and take action to ensure that no items are open.</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Monitor loan cancellations within the defined timeframe.</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Ensure banking activities and reconciliation is completed on time.</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Ensure the RTGS/NEFT is executed accurately to the customer and any rejections to be monitored.</span></span></span></li>
		</ul>
		</td>
	</tr>
	<tr style="height:23.85pt">
		<td style="border-bottom:1pt solid windowtext; width:260pt; border-right:1pt solid windowtext; border-left:1pt solid windowtext; border-top:none; padding:0cm 5.4pt; height:23.85pt; background-color:#ffffff" valign="top" width="347">
		<p>Post Disbursement and Compliance Management &amp; Reporting</p>

		<p>&nbsp;</p>
		</td>
		<td style="border-bottom:1pt solid windowtext; width:271pt; border-top:none; border-left:none; border-right:1pt solid windowtext; padding:0cm 5.4pt; height:23.85pt; background-color:#ffffff" width="361">
		<ul type="circle">
			<li style="background:white; margin-left:15px">Ensure follow ups of outstanding DNR/OVD/PDD/OTC and look into escalation cases, where required</li>
			<li style="background:white; margin-left:15px">Ensure completion of all activities related to TDS.</li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Supervise the loan booking and servicing activities for their respective zones and ensure they are completed within the stipulated TAT.</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Ensure that only completed files are getting processed by the operations team at the branch level.</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Ensure proper storage, dispatch and tracking of disbursal and repayment documents.</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Handle service level escalations and complaints for customers and authorise high value transactions / complex/ structured transactions.</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Build robust operation management process to ensure nil errors and zero customer complaints.</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Instrumental in providing data and evidence for all legal litigation cases of defaulters on a case to case basis</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Manage post disbursement documentation by conducting follow ups with stakeholders, reporting discrepancies to the Management and updating the system on a periodic basis.</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Drive adherence on all policies and processes related to loan processing and disbursement within the Retail Assets operations team.</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Oversee the creation of an audit calendar and ensure timely process audits are carried out and remedial actions are taken to closure within the defined timelines.</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Track performance metrics, defect ratio and SLAs and identify trends/ patterns that need to be addressed in order to drive greater efficiencies.</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Responsible for compliance points of Operations functions which is signed off by the SMT.</span></span></span></li>
		</ul>
		</td>
	</tr>
	<tr style="height:23.85pt">
		<td style="border-bottom:1pt solid windowtext; width:260pt; border-right:1pt solid windowtext; border-left:1pt solid windowtext; border-top:none; padding:0cm 5.4pt; height:23.85pt; background-color:#ffffff" valign="top" width="347">
		<p>Process Controls &amp; Checks</p>
		</td>
		<td style="border-bottom:1pt solid windowtext; width:271pt; border-top:none; border-left:none; border-right:1pt solid windowtext; padding:0cm 5.4pt; height:23.85pt; background-color:#ffffff" width="361">
		<ul type="circle">
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Ensure all policies and processes related to loan processing and disbursement are up to date and followed by the team.</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Conduct internal branch audits at regular intervals to ensure there are no critical observations.</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Maintain performance metrics, defect ratio and ensure SLAs are met within the agreed timelines.</span></span></span></li>
		</ul>
		</td>
	</tr>
	<tr style="height:28.6pt">
		<td style="border-bottom:1pt solid windowtext; width:260pt; border-right:1pt solid windowtext; border-left:1pt solid windowtext; border-top:none; padding:0cm 5.4pt; height:28.6pt; background-color:#ffffff" valign="top" width="347">
		<p><span style="background:white">Stakeholder/ Vendor</span></p>

		<p>Management</p>
		</td>
		<td style="border-bottom:1pt solid windowtext; width:271pt; border-top:none; border-left:none; border-right:1pt solid windowtext; padding:0cm 5.4pt; height:28.6pt; background-color:#ffffff" width="361">
		<ul type="circle">
			<li style="background:white; margin-left:15px">Ensure outsourcing vendors of unsecured products deliver the agreed SLAs.</li>
			<li style="background:white; margin-left:15px">Ensure that the team is having regular interactions with the business team to complete correct documentation at the customer&rsquo;s end.</li>
			<li style="background:white; margin-left:15px">Attend meetings with Business and Risk teams to discuss performance basis FTR/FTNR, outstanding DNR/OVD/PDDs/OTCs, issues and escalations.</li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Liaise with statutory, regulatory and external third parties for conducting audits for their zones.</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Liaise with external vendors for pre &amp; post disbursal activities and conduct regular audits at vendor site.</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Liaise with external vendors for storage of disbursal related documentation, prepare and sign an agreement with the vendor and conduct regular audits at vendor site.</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Work closely with agencies that are involved for operational activities.</span></span></span></li>
		</ul>
		</td>
	</tr>
	<tr style="height:28.6pt">
		<td style="border-bottom:1pt solid windowtext; width:260pt; border-right:1pt solid windowtext; border-left:1pt solid windowtext; border-top:none; padding:0cm 5.4pt; height:28.6pt; background-color:#ffffff" valign="top" width="347">
		<p>People Management</p>
		</td>
		<td style="border-bottom:1pt solid windowtext; width:271pt; border-top:none; border-left:none; border-right:1pt solid windowtext; padding:0cm 5.4pt; height:28.6pt; background-color:#ffffff" width="361">
		<ul type="circle">
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">On-board, training and review performance of their direct reportees under their purview.</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Provide job rotation opportunities to all team members.</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Give various assignments to team members that are linked to streamlining and standardizing processes.</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Ensure low attrition for the Zone.</span></span></span></li>
			<li style="margin-left:15px; text-align:left; background:white"><span lang="EN-GB" style="font-size:12pt"><span style="font-family:Calibri, sans-serif"><span style="font-weight:normal">Kaizen training to improve quality of the loan disbursement process.</span></span></span></li>
		</ul>
		</td>
	</tr>
</tbody>

</table>