Job Description

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• Coordinating with cross-functional teams like Operations, Credit, Technology and Sales, to create and continuously enable changes in application form, workflows, policies etc.
• Defining new processes and documenting of processes related to the loan life-cycle
• Undertaking projects to identify gaps in processes and initiate corrective action wherever required, including improvement in end-to-end login-to-disbursement turnaround time
• Strategically responsible for customer experience - Innovation, Conceptualize and Implement Digitization of customer service framework, Product development and management, New CRM implementation and integration, Automation of customer service processes, and redesigning of core system to support mobility
• Taking complete ownership of user experience across all our products
• Driving digital penetration of customers through various initiatives and projects
• Enhanced the data collection process with some validations to reduce the overall TAT
• Gain a deep understanding of customer experience, identify and fill product gaps and generate new ideas that grow market share, improve customer experience and drive growth
• Research new technological trends so as to figure out how to incorporate them into products
• Facilitate team input into various stages of product development and design
• Define and analyze performance metrics & prepare project status and feature
• Conceptualize, implement and lead technological advancement and digital transformation projects that help development of better and more diverse products, increment in client satisfaction and engagement, reduction in credit risk
• Ensure compliance to all Audit / RBI regulations as well as processes, policies and reports as per company designed systems.

Qualification : MBA/PGDBA/PGPM or Equivalent

Tata Capital