A

  Job Specification

1

Company Name

:

Muthoot Fincorp Limited

2

Position  / Designation

:

Central Operations - Senior Executive

3

Grade

:

4

Department

:

Secured & Unsecured Lending Business 

5

Sub Department (if any)

:

6

Employment Type

:

Full-time

7

Reporting to – 

Designation & Grade

:

National Operations Head

8

No. of Reportees,

 Designation & Grade

:

9

Main Tasks

:

• End to end processing of lending product applications - KYC, bank statements, bureau checks, physical delivery in case of credit cards etc.
• Take complete ownership and accountability of all operations related metrics like TATs, Customer Satisfaction scores etc.
• Continuously improving upon the processes to minimize process gaps and enhance customer experience
• Gather ground-level insights and work with product teams to ideate and implement automation solutions to improve efficiency & TATs
• Suggest ways to improve customer experience based on feedback from merchants
• Escalation Handling - Handle escalations to satisfaction, implement corrective and preventive measures
• Risk management and policy implementation for various day to day processes
• Capability to quickly build/edit processes to manage new initiatives with existing bandwidth for growth experiments

10

Areas of Responsibility

:

• Managing the business operations ensuring the best possible customer experience, TAT adherence and compliance
• Developing and implementing systems, and operational processes and coordinating with various stakeholders and teams to deliver delightful customer service
• Compliance and customer service frameworks for various digital products being extended at our company
• Automation of at least 2 processes or activities to achieve cost savings or deliver better customer experience or improve efficiency
• Competitor and Market study to understand the best practices and design an implementation plan for the same
• Achieve an uptick in Net promoter score

11

Special Requirements (If any)

:

• Problem-solving
• Analytical thinking
• Research acumen
• Judgment and Decision Making
• Exceptional communication skills.
• Proven ability toward constructive networking
• Team player and multi-tasker with exceptional organizational skills
• Sales and Marketing know-how
• Must have experience in Secured lending / unsecured lending business

12

Job Location / State

:

Chennai

13

Compensation Band

:

As per policy

14

Entitlements

:

As per policy

15

Stake Holders

:

Should be able to manage multiple stakeholders and collaborate with business heads in SULB

16

Career Progression

:

B

17

Educational Qualification / Technical Certification

:

Any UG/PG or MBA

18

Skill Sets

:

• Basic Knowledge of various marketing, sales and operations related concepts
• Exceptional communication and presentation skills
• Strong networking, negotiation and collaboration skills, and ability to work effectively in a complex multicultural and multi-time zone organization
• Good analytical and program management skills
• Ability to keep oneself updated on the regulatory frameworks and changes

19

Communication Skills

:

20

Experience

:

4 + years of overall experience

21

Behavioral Competencies

:

Uncompromising ethical standards and discipline expected

22

Other Requirements (If any)

:

    C

22

Prepared by     

(Name/Designation/ Date)

:

Vishnu G/HCMD

23

Approved by

(Name/Designation/ Date)

:

Vinod Reddy/Head SULB