Ownership of the credit approval process, overseeing the Credit Operations team, applying Credit Policy and providing the final decision on all customer loan applications.
Ownership of the Collections process, ensuring each distressed customer is handled in a consistent, fair manner by directing the team of collectors. Given the nature of trading relationships, all customers will at some point experience cash flow issues; it will be up to the manager to protect loan book by swiftly resolving such issues in a manner that works for both the company and the customer
Driving process improvement initiatives within operations, be they tech-supported or other. Must scale the processes quickly without loosening the protective control environment. Will be charged with overseeing scaling efforts, thinking outside the box to develop new, efficient ways of taking customers through the on-boarding journey
Building out a reporting pack for executive consumption, tracking all pertinent stages of the customer credit and Collections journeys to demonstrate how the company is evolving over time and continually identifying areas for development
P&L and budget responsibility. Will have full ownership of operations budgets and will be tasked with achieving the aforementioned scale in an economical way
Hiring and leading: build and lead operations team, empowered to achieve results
Individual, assertive thinker with 3y+ experience in an operational (preferably supply chain) role in the Philippines
Objective mindset with the ability to separate the facts of a case from external stakeholder narrative
Execution focused with excellent communication and interpersonal skills
Passionate for learning and will foster a test and learn framework to innovate and reinvent the optimal customer on-boarding flow
Very high attention to detail with strong numerical, analytical, and problem-solving skills
Process oriented with an entrepreneurial mindset to develop and implement scalable processes
Driven to transform economies through sustainable high-impact capital provision
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases