Manager - Processing

1. Manage application processing volume and drive achievement of accuracy , productivity & TAT
2. Raise pro-active alerts in case SLAs are not met and taking regular training sessions to improve accuracy levels
3. Develop a operating rhythm with vendors which ensures smooth running of operations 24X7
4. Manage and coordinate with vendor for headcount requirements & ensure availability as per volume projections received from Sales teams
5. Build a robust Training & Feedback mechanism with vendors which ensures new agents are adequately trained & get requisite feedbacks once they begin production, Training & Coaching of prescreens as per credit policies & also ensuring any updations or changes are also passed on to all agents real time basis
6. Monitor, control & improve vendor operations and drive adherence to compliance standards towards Information security guidelines issued by the organization
7. Enable production rights of outsourced staff and monitor them till complete life cycle of an agent
8. Ensure monthly provisioning & timely clearance of vendor bills as per vendor contract
9. Ensure process documentation and compliance adherence

1. Process TAT as per SLA for P90 Segment
2. Processing Accuracy as per SLA
3. CCRP Complaints (of total volumes processed)
4. Process adherence as per MOU

1. Credit Card knowledge along with good understanding of Credit Processes
2. Knowledge of credit documentation, basic financial ability

1. Process Orientation
2. Teamwork & Collaboration
3. Analytical Ability
4. Innovation & Problem Solving

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