Job Title: Process Head (Process & Program)
Location: Mumbai
Grade: G4 | Middle Management
Reports to: Process Head
Direct Reports: 34
Role Summary
Lead process and program management for Retail Loans, focusing on optimizing end-to-end loan origination and servicing processes. Drive process improvements, implement best practices, and enhance operational efficiency while ensuring compliance and superior customer experience.
Key Responsibilities
- Process Optimization: Identify and implement improvements to streamline operations and reduce costs.
- Change Management: Lead initiatives for successful process enhancements.
- Customer Experience: Improve customer journey across loan application and approval stages.
- Compliance & Risk: Ensure adherence to regulatory requirements and mitigate operational risks.
- Team Leadership: Manage and mentor a team of process analysts and specialists.
- Stakeholder Collaboration: Work with internal teams and external partners for smooth operations.
Qualifications & Skills
- Education: Bachelor's in Business Administration/Finance or related field.
- Experience: 12+ years in Retail Banking/Loans with proven process improvement expertise.
- Certifications: Project Management, Lean & Six Sigma preferred.
- Skills: Strong analytical, problem-solving, communication, and leadership abilities.
