National Head Operations | Scrabble & Jigsaw

Posted on April 3, 2023

Job Description

The purpose of this job is to govern branches at different locations for the zone through planning, budgeting and acquiring infrastructure and manpower. The role manages teams across branches and ensures that a robust continuity plan is in place for all existing branches. The role will also oversee reports related to PDD, OTC and renewals for the Zone and coordinate with stakeholders for faster resolution and minimal pendency at all times. The role will include scrutiny of legal and security related documentation of the customer, with relevance to legal tenability, marketability of security and sound security perfection. It will also ensure adherence to compliance by closely monitoring breaches and mitigating risks.

The role will be responsible for branch visits across Zone and conduct stakeholder meetings to overcome process gaps (if any), streamline processes and setup controls for a better operational efficiency. The role will validate process and system enhancements suggested and coordinate with Change Management / IT BSG team for initiating the process / system changes.

The role will be responsible to closely work with stakeholders and coordination in relation to all audits and scrutinize the observation for process gaps /understanding issue (if any) and provide management responses suitably for the same.

This job is to lead the credit administration of C&I and Emerging Businesses and logins, pre sanction, post sanction, disbursement & services of Mortgages & Retail Secured businesses. This role ensures that there is timely and error free execution of documentation in full compliance with the internal standards and external regulatory requirements. The role involves safekeeping of documents collected from customers followed by scanning and proper storage by maintaining their confidentiality.

The role will also be responsible to conduct functional trainings / on the job trainings for new comers and front line business teams on regular basis. The role will also review the Standard Operating Procedures / RCMs on regular basis and ensure alignment of the branch processes or suggest modifications to improve operational efficiency.

4) Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)
Key Result Areas	Supporting Actions
Setting Up New Branches &Running Continuity Planning for existing Branches	Work out a plan with costing and budgets to set up branches in strategic locations for their respective zones Ensure that the best 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
Credit Operations Management	Oversee 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 frameworks to minimize complaints and drive retention Lead the establishment to build a robust & scalable operations Enable data support on litigation cases and ensure the team provides all the required information in a timely and seamless manner Provide exceptional approvals for PDD/OTC queries, deviations and resolution management.
Pre Disbursement Activities	Oversee 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 customer submitted documents are checked within the given timelines. In case of discrepancies, share details with Relationship Manager to complete/ rectify the documentation Support in smooth resolution of complex documentation issues Oversee PDD and OTC tracking done by the team prior to issuance of release order
Post Disbursement	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 Oversee 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 that only completed files are getting processed by the operations team at the branch level Oversee cash collections and technical bounce data for the zone Handle service level escalations and complaints for HNI customers and authorise high value transactions / complex/ structured transactions. Build robust customer management process to ensure customer retention and zero customer complaints Oversee closure and foreclosure activities at the zone level Instrumental in providing data and evidence for all legal litigation cases of defaulters on a case to case basis Manage post disbursement documentation by conducting follow ups with stakeholders, reporting discrepancies to the Management and updating the system on a periodic basis Ensure updation of drawing power in case of stock based limits Ensure renewal of insurance on collateral to safeguard the portfolio
Fund Management & Banking	Ensure error free transactions within defined timeframe Manage funds for disbursement by keeping a check on balances through the number of transactions completed by each branch Determine the amount of fund required to complete all transactions within the stipulated TAT Attend to unidentified funds and take action to ensure that no items are open Monitor branch accounts in relation to part repayment and foreclosures Ensure local banking activities and reconciliation is completed on time Ensure the RTGS NEFT information shared by customer is accurate
Process Controls & Checks	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
Stakeholder/ Vendor Management	Ensure outsourcing vendors of secured products deliver the agreed SLAs 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 Liaise with statutory, regulatory and external third parties for conducting audits for branches in their zones Liaise with external vendors for storage of property related documentation, prepare and sign an agreement with the vendor and conduct regular audits at vendor site Liaise with banks for activities related to Regional Processing Centre and Cash Management Services Work closely with agencies that are involved in cash and cheque pickups for repayment
People Management	On-board, training and review performance of their direct reports in branches under their purview Provide job rotation opportunities to all team members Give various assignments to team members that are linked to streamlining and standardizing processes – centralised welcome letters, creation of retrieval matrix, implementation of formats Ensure low attrition for the Zone Kaizen training to improve quality of the loan disbursement process
Compliance Management & Reporting	Drive adherence on all policies and processes related to loan processing and disbursement within the Retail Assets operations team Oversee the creation of an audit calendar and ensure timely process audits are carried out and remedial actions are taken to closure within the branch network Track performance metrics, defect ratio and SLAs and identify trends/ patterns that need to be addressed in order to drive greater efficiencies Responsible for 70% of the compliance points of Operations functions which is signed off for the board quarterly.
Stakeholder/ Vendor Management	Engage with Business Leadership, Risk & Compliance, Legal & IT as well as Collections teams to discuss process improvements and operational risk as the case may be and identify solutions Front end interfaces with statutory, regulatory and external third parties during key audit/ compliance/ transaction milestones Oversee vendor empanelment processes and contracting and define vendor evaluation metrics to drive quality Work closely with key individuals within banking on streamlining processes related to Processing and Cash Management Services
People Management	On-board, training and review performance of their direct reports in branches under their purview Provide job rotation opportunities to all team members Give various assignments to team members that are linked to streamlining and standardizing processes – centralised welcome letters, creation of retrieval matrix, implementation of formats Ensure low attrition for the Zone Kaizen training to improve quality of the loan disbursement process

Job Description

4) Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)
Key Result Areas	Supporting Actions
Setting Up New Branches &Running Continuity Planning for existing Branches	Work out a plan with costing and budgets to set up branches in strategic locations for their respective zones Ensure that the best 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
Credit Operations Management	Oversee 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 frameworks to minimize complaints and drive retention Lead the establishment to build a robust & scalable operations Enable data support on litigation cases and ensure the team provides all the required information in a timely and seamless manner Provide exceptional approvals for PDD/OTC queries, deviations and resolution management.
Pre Disbursement Activities	Oversee 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 customer submitted documents are checked within the given timelines. In case of discrepancies, share details with Relationship Manager to complete/ rectify the documentation Support in smooth resolution of complex documentation issues Oversee PDD and OTC tracking done by the team prior to issuance of release order
Post Disbursement	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 Oversee 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 that only completed files are getting processed by the operations team at the branch level Oversee cash collections and technical bounce data for the zone Handle service level escalations and complaints for HNI customers and authorise high value transactions / complex/ structured transactions. Build robust customer management process to ensure customer retention and zero customer complaints Oversee closure and foreclosure activities at the zone level Instrumental in providing data and evidence for all legal litigation cases of defaulters on a case to case basis Manage post disbursement documentation by conducting follow ups with stakeholders, reporting discrepancies to the Management and updating the system on a periodic basis Ensure updation of drawing power in case of stock based limits Ensure renewal of insurance on collateral to safeguard the portfolio
Fund Management & Banking	Ensure error free transactions within defined timeframe Manage funds for disbursement by keeping a check on balances through the number of transactions completed by each branch Determine the amount of fund required to complete all transactions within the stipulated TAT Attend to unidentified funds and take action to ensure that no items are open Monitor branch accounts in relation to part repayment and foreclosures Ensure local banking activities and reconciliation is completed on time Ensure the RTGS NEFT information shared by customer is accurate
Process Controls & Checks	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
Stakeholder/ Vendor Management	Ensure outsourcing vendors of secured products deliver the agreed SLAs 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 Liaise with statutory, regulatory and external third parties for conducting audits for branches in their zones Liaise with external vendors for storage of property related documentation, prepare and sign an agreement with the vendor and conduct regular audits at vendor site Liaise with banks for activities related to Regional Processing Centre and Cash Management Services Work closely with agencies that are involved in cash and cheque pickups for repayment
People Management	On-board, training and review performance of their direct reports in branches under their purview Provide job rotation opportunities to all team members Give various assignments to team members that are linked to streamlining and standardizing processes – centralised welcome letters, creation of retrieval matrix, implementation of formats Ensure low attrition for the Zone Kaizen training to improve quality of the loan disbursement process
Compliance Management & Reporting	Drive adherence on all policies and processes related to loan processing and disbursement within the Retail Assets operations team Oversee the creation of an audit calendar and ensure timely process audits are carried out and remedial actions are taken to closure within the branch network Track performance metrics, defect ratio and SLAs and identify trends/ patterns that need to be addressed in order to drive greater efficiencies Responsible for 70% of the compliance points of Operations functions which is signed off for the board quarterly.
Stakeholder/ Vendor Management	Engage with Business Leadership, Risk & Compliance, Legal & IT as well as Collections teams to discuss process improvements and operational risk as the case may be and identify solutions Front end interfaces with statutory, regulatory and external third parties during key audit/ compliance/ transaction milestones Oversee vendor empanelment processes and contracting and define vendor evaluation metrics to drive quality Work closely with key individuals within banking on streamlining processes related to Processing and Cash Management Services
People Management	On-board, training and review performance of their direct reports in branches under their purview Provide job rotation opportunities to all team members Give various assignments to team members that are linked to streamlining and standardizing processes – centralised welcome letters, creation of retrieval matrix, implementation of formats Ensure low attrition for the Zone Kaizen training to improve quality of the loan disbursement process

National Head Operations | Scrabble & Jigsaw

Job Description

4) Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)

National Head Operations | Scrabble & Jigsaw

Job Description

4) Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)