Central Ops Head (Grievance, Customer Service & BPR)_Housing Finance

Roles and Responsibilities

Key Responsibilities:
Grievance / Regulatory /SR Management Complaint Handling
CRM SR Management (ensuring closure SR within TAT)
FC, Part-payment, Conversion
Rate Set activity
Handling BPR (Business Process Re-Engineering) activities
Handling audits

Knowledge and skills desired :
Defining operational strategy & execution roadmap, including short, mid & long-term business goals, objectives,and operating procedures
Translating business vision and strategy into operational tactics; initiating & driving business transformationinitiatives in a manner that improves operational execution
Tracking productivity and quality metrics (KPIs) to ensure optimum efficiency & quality; managing a reportingprocess to utilize metrics to drive operational improvements
Lay down all control measures so that the processes in central operations run efficiently and effective...