Job Description

Job Summary . Cluster Manager - Credit Operations/Senior Cluster Manager - Credit Operations Job Purpose \'This position is open with Bajaj Finance ltd.\' . Responsible for ensuring quality of gold as per defined standards, guiding team to provide required operational support/ resolve challenges & issues faced in branch operations, driving various projects to cater to branch requirements and ensuring high customer satisfaction is maintained at rural branches managed at cluster level Job Duties & Key Responsibilities . Duties and Responsibilities - PRINCIPAL ACCOUNTABILITIES (Accountabilities associated with the job) Quality maintenance of nach mandate . Provide administrative oversight to ensure parameters are correctly being filled timelines are being adhered to and quality check is happening in alignment with set standards . Ensure review mechanisms are in place at branches to monitor activities/ operations and maintain quality of nach mandates Maintaining TAT: . Monitors and ensures mechanism in place for processing of files within desired TAT . Monitors that locally controllable causes for processing delays are eliminated Intervenes to ensure prompt support from HO for specific pending issues Controlling Error Rates . Monitors and ensures focus on diagnosing and minimising error rates - intervenes after significant error events to facilitate diagnosis corrective and preventive decision-making and implementation . Monitors for error-free Cash Management by Branch Cashiers - ensures controls are rigorously maintained Cross selling . Ensures effective coaching of and regular communication with branch cashiers on cross selling Insurance PL and other products to walk in customers - monitors cross sell performance Service to stakeholders . Guide team in engagement with employees at the branches to understand their requirements/ challenges faced and providing resolution to ensure attrition remains under check and employee satisfaction is also maintained . Interact with credit team to understand various requirements for branch operations monitor cibil score of customer data seek support in remedial of challenges/ issues faced in branch operations also provide inputs in refinement of credit policies and systems . Lead team to coordinate with collections team and provide resolutions to any challenges faced by them Team management . Works with HR and AOMs to recruit internal and external candidates Interviews and assesses shortlisted candidates to recommend to HR hiring upto Grade E03 . Co-creates development plans for each direct team member Ensures development planning by AOMs of their teams Tracks and persuades for implementation of development plans . Establish individual performance expectations and regularly review individual performance of the team . Participate in staffing and recruitment process to identify the right talent for various positions within rural branch operations team 4. MAJOR CHALLENGES (Challenges faced on an on-going basis in carrying out the job) . Communication to employees on frequent policy changes . Manage change between the employees and team on dynamic process and policy changes . Managing and delivering the branch operations in alignment with set guidelines and compliance requirements . Keep self informed of the changes in the schemes & products and adjusting the processes to cater to evolved requirements Required Qualifications and Experience . SKILLS AND KNOWLEDGE (Minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent) Educational Qualifications a) Qualifications . Graduate/Post graduate b) Work Experience . Minimum 5-6 years of experience . Prior experience in branch operations . Understanding of operations processes and policies

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