Job Description 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 MFL/HR/JD/V1.0@2013 Not for External Circulation