Head – Retail Operations – BFS

Peoplenomic; Mumbai; On-site; INR 800,000 - 1,500,000; Full time

Job summary

A retail lending institution in Mumbai is seeking an experienced Operations Manager to oversee and optimize operational processes. The role requires a strong understanding of accounting principles and banking regulations, along with experience in a PSU environment. Responsibilities include enhancing customer experience, managing vendor relationships, and ensuring compliance with regulatory requirements.

Qualifications

• Proven experience in operations management within a retail lending institution.
• Comprehensive understanding of accounting principles and banking regulations.
• Familiarity with operational practices of Public Sector Undertaking (PSU) banks is advantageous.

Responsibilities

• Oversee and optimize operational processes in retail lending.
• Implement strategic policies and frameworks within retail operations.
• Foster a customer-centric culture and drive initiatives to improve customer experience.

Job description

Responsibilities

1. Proven experience in operations management within a retail lending institution, with a strong track record of overseeing and optimizing operational processes.
2. Comprehensive understanding of accounting principles, borrower ledgers, and banking rules and regulations related to retail assets.
3. Familiarity with the operational practices of Public Sector Undertaking (PSU) banks is highly advantageous.
4. Responsible for shaping and implementing strategic policies and frameworks within the retail operations sphere, ensuring alignment with organizational goals.
5. Overseeing adherence to document management protocols, maintaining confidentiality, and implementing best practices to streamline physical file operations across the organization – policy makings, SOPs, dissemination and implementation.
6. Fostering a customer-centric culture, driving initiatives to improve customer experience, and leveraging feedback to continuously refine services.
7. Oversee cost control measures and manage relationships with vendors to ensure value for money and operational efficiency.
8. Regularly review vendor performance and oversee payment processes to ensure timely and accurate transactions.
9. Establish and manage partnerships with technology providers to enhance operational efficiency.
10. Ensure compliance with RBI regulations and manage both internal and external audits, including regulatory status audits.
11. Ensure timely and accurate submission of data to credit bureaus in compliance with regulatory requirements.
12. Strengthen key operational pillars such as document management, data management, valuations, auction management, and control points.
13. Develop and implement a customer escalation matrix, conduct root cause analysis, and establish control mechanisms to resolve issues effectively.
14. Lead and manage various projects aimed at improving operational efficiency and achieving strategic goals.