Job Requirements
About the Role
We are seeking an Operations Specialist – Retail Assets Operations (E) to join our Loan Servicing – Retail Asset Operations team. This role is focused on managing loan servicing activities, including EMI repayments, record management, pre-closure processes, loan cancellations, and service request tracking. The ideal candidate will ensure timely and accurate closure of service requests while driving operational excellence and digital integration across systems.
Key Responsibilities
Primary Responsibilities
- Manage loan servicing processes including EMI repayments, pre-closures, loan cancellations, and related activities.
- Track and ensure timely closure of service requests within defined TAT.
- Operate and manage FinnOne Loan Management System or similar LMS platforms, including termination and closure applications.
- Collaborate with PAN India collections and customer service teams, demonstrating strong communication and interpersonal skills.
- Drive digital system integrations across multiple applications.
- Create and execute test scenarios for system enhancements and developments.
- Lead and manage a team of 5–10 employees, including both on-roll and outsourced staff.
- Collaborate with internal stakeholders to define and implement system requirements.
- Monitor and drive quality and SLA adherence within the unit.
- Promote automation and process improvement initiatives.
- Ensure compliance with audit requirements and manage audit processes effectively.
Secondary Responsibilities
- Act as a subject matter expert for projects related to recurring payments, BRD preparation, sprint planning, and system testing.
- Utilize tools such as SAS, Visio, and PowerPoint for project tracking and documentation.
- Possess knowledge of digital integrations, NPCI products, and mandate management systems.
- Demonstrate proficiency in Finn One or other lending systems, including API integrations.
Education
- Graduation: Graduate in any discipline from a recognized institution.
Experience
- Minimum 3 years of relevant experience in loan servicing and retail asset operations.
Skills and Attributes
- Proficiency in loan management systems like FinnOne.
- Strong communication and interpersonal skills.
- Technical aptitude for digital system integration.
- Experience in system testing and scenario creation.
- Leadership skills with experience managing small teams.
- Ability to drive collaboration across departments.
- Focus on quality, SLA management, and process automation.
- Familiarity with audit processes and compliance.
- Expertise in project management tools and digital payment systems.
