Job Description

Job Summary . Unit Manager - Debt Management Services - COE Job Purpose Objective is to create a virtuous cycle of improvement in DMS legal platform/system & process to increase ease for our DMS Legal and Field team to run their daily activities. Job Duties & Key Responsibilities . Duties and Responsibilities - . Process oriented and ensuring the legal process adherence to the highest standards of legal and compliance . Point of contact for business for any legal process requirement. . To own the complete Inbound and Outbound contact centres for legal processes. . Review the analysis of customers\' feedback received through Inbound/Outbound for further legal actions. . Ensuring timely communication to stakeholders on Legal notifications. . Monitoring the timely publication of MIS & Dashboard. . Interaction with business and to deliver defined task along with new innovation. . Builds on the ideas of others with track record of delivering breakthrough thinking. . Should understand loan life cycle along with data analysis understanding will be an added advantage. . To work on enhancing process flow and to get the possible system automations to minimize the manual intervention. . Work with Business/internal PMO Team in BFL to understand the tech requirements. . Overall will supervise the complete legal help desk process for DMS verticals. . To make complete support coverage during business hours and should maintain complete audit trail sure proper audit for compliance and regulatory purpose. . Major Challenges - . To make sure the legal process adherence to the highest standards of legal and compliance. . To manage the Inbound and Outbound contact centers of DMS Legal Helpdesk in-line with RBI legal & compliance guidelines. . To solve problems for issues that may emerge in the fulfillment space in course of a business requirement. . To make sure support availability as per business required and timely publication of MIS and Dashboards. . Key Decisions / Dimensions - . Team hiring & onboarding . Partner hiring onboarding and monitoring the progress. . To track team KPI and performance of direct reportees . Allocation of tasks as per the defined skill set and individual bandwidth availability Required Qualifications and Experience . a) Qualifications LLB or Postgraduate with Contact Center or Customer Service skill set or Engineering Graduates b) Work Experience More than 5-8 years of experience in financial industry Experience as PMO/QA with team handling experience, working experience in BFSI domain and understanding of Loan Life Cycle, Retail banking. Understanding of legal processes will be an added advantage.

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