Responsible for leading a central team of FTEs/NFTEs managing Pan India Central Verification and address change process, handling volumes of field grids and Tele grids.
Responsibilities
Lead a central team managing Pan India Central Verification
Ensure processes run at/above SLA accuracies and TAT
Drive initiatives for process improvements, automation and digitization
Conduct UAT before launch of new products or system changes
Responsible for leading a large team of FTEs/NFTEs spread across the zone, managing the processing agency.
Responsibilities
Manage application processing volume and drive achievement of accuracy, productivity & TAT
Raise pro‑active alerts in case SLAs are not met and take regular training sessions to improve accuracy levels
Develop an operating rhythm with vendors which ensures smooth running of operations 24X7
Manage and coordinate with vendor for headcount requirements & ensure availability as per volume projections received from Sales teams
Build a robust Training & Feedback mechanism with vendors which ensures new agents are adequately trained & get requisite feedback once they begin production, Training & Coaching of prescreens as per credit policies & also ensuring any updates or changes are also passed on to all agents real time basis