Project Manager

Metric Management, Dashboarding & Governance

• Maintain and publish Key and operational metrics at a Track 1, Track 2 and Track 3 level on a regular basis covering entire operations and customer service functions and publishing Function Level Dashboards and interactive dashboards using power BI and other relevant tools.

Process Excellence

• . Maintain, monitor and report key operational metrics on a regular basis
• . Monitor TAT and generate FTR reports
• . To support the Vertical Manager in creating presentations and preparation ofseveral reports for the top management, business reviews, branch reviews, board presentation and budgeting reviews
• . Identify process improvement opportunities and share the same with the Team Vertical Manager
• . Test feasibility of market and industry best practices, and draw up a plan to implement the same
• . Create and continuously update a knowledge/ ideas repository to capture good practices within and outside the organization
• . Implement Kaizen, quality circles, green belt projects and activities across Operations teams
• . Create cross functional teams with Operations department and work on quality initiatives
• . Maintain existing SOPs and write / create new ones for new products / operations processes

Internal Operations Audit Management

• Create an audit plan as per the compliance requirements, and an audit calendar for their respective lines of business
• . Define checklists to be used during the audit process
• . Conduct the internal audits as per plan, and generate reports highlighting critical findings and process gaps identified
• . Share audit outcomes and report with the process owners, and escalate higher order incidents and critical process gaps
• . Collaborate with the all stakeholders to draw up a list of actions based on the outcomes of the audits conducted
• . Work on high priority actions items and share progress updates with the team.

Risk Management & Internal Controls

• . Record and implement internal controls and operational risk mitigation mechanisms
• . Record all incidents and maintain CAPA trackers to ensure none of the incidents are repeated.
• . Classify the risks, identify control measures and conduct testing on an ongoing basis

MIS/Reporting and Reconciliation

Activity

• . Generate MIS and reports on audits, new process development, process enhancement, and continuous improvement initiatives and share with Team Leader regularly
• . Cross verify physical collaterals provided by customers against system entries made by the Operations team
• . Track of open entries provided by Accounts team by liaising with the banks to identify customers and intimate Operations team to pass the entries