Job Requirements
About the Role
The Data Operations Manager (F) within the Project & Quality Assurance function is responsible for overseeing operational quality across secured, unsecured, and digital loan products. This role involves managing a team of managers and vendor staff, ensuring accurate loan verification, driving process improvements, and maintaining compliance with internal policies and regulatory standards. The manager will lead initiatives to enhance operational efficiency, reduce FTNRs (First Time Not Right), and support data-driven decision-making through robust analysis and reporting.
Key Responsibilities
Primary Responsibilities
- Oversee retail operations for unsecured loan verification in line with defined processes.
- Manage a team comprising internal managers and vendor staff, ensuring optimal performance.
- Conduct product quality analysis and report findings to stakeholders; organize training sessions as needed.
- Monitor and manage vendor SLAs and performance dashboards.
- Ensure regular training for the team on policy and process updates to improve accuracy and reduce FTNRs.
- Lead FTNR root cause analysis, reduction initiatives, and ground-level team training.
- Utilize advanced Excel and other data analysis tools to support operational insights.
- Prepare and manage MIS reports for various stakeholders.
- Deliver BAU (Business As Usual) activities within defined timelines and with minimal supervision.
- Identify and implement process improvement opportunities within the team.
- Drive best practices to enhance quality and turnaround time (TAT).
- Ensure efficient and compliant delivery of banking services, aligned with regulatory and internal standards.
- Act as a Level 3 or Super Checker for financial and critical transactions/service requests.
- Serve as a Subject Matter Expert (SME) for the managed operational area.
- Contribute individually to specialized activities and processes.
Secondary Responsibilities
- Ensure compliance and resolve complex queries.
- Liaise with Product, Compliance, and other bank stakeholders.
- Act as the first-level escalation point for the sub-unit.
- Manage specialized activities such as testing and transaction monitoring.
What We Are Looking For
Education
- Graduation: Graduate in any discipline from a recognized institution.
- Post-Graduation: Postgraduate in any discipline from a recognized institution.
Experience
- Minimum 3 years of relevant experience in banking operations, preferably in data operations, quality assurance, or loan servicing.
Skills and Attributes
- Strong understanding of secured, unsecured, and digital loan products and journeys.
- Proven experience in managing teams and vendor relationships.
- Expertise in loan verification processes and operational quality control.
- Proficiency in Excel and other data analysis tools; knowledge of MIS reporting.
- Ability to conduct root cause analysis and drive FTNR reduction.
- Strong communication and stakeholder management skills.
- Experience in process digitization, automation, and project implementation.
- Ability to work independently and deliver results with minimal supervision.
- Leadership skills to mentor and guide team members effectively.
