AVP/DVP - Automation & Service Excellence
- AU Small Finance Bank
- 10 to 12 Yrs
- Mumbai
- 11 months ago
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Job Description
AVP/DVP - Automation & Service Excellence
- To successfully lead and govern the automation initiatives for Fin Ops, Service and customer Service operations function along with process improvement(s) & controls & governance monitoring thereby enhancing service delivery & overall customer experience.
Key Responsibilities :
Responsibilities :
- To undertake innovative methods of process improvement(s) and launch projects enabling efficiency and enhanced customer experience
- To train & govern Operations BAU Managers on projects delivery and ensure the project timelines are met
- To undertake reviews through structured dashboards /reports to ensure timely and accurate project delivery
- Collaborate with Stakeholders (including users) to ensure accurate requirements are picked; appropriate prioritization is done and timely delivery is achieved.
- To undertake projects on Unclaimed, Bank/Suspense Recon, Bank account validations & Control reports for fin ops & service and ensure service delivery is met at all times
- To enforce project performance and governance in a consistent manner across the core operations function
Internal:
- To manage specific reviews and document key decisions w.r.t Automation projects in MPMs and other related forums
- To govern process for Scope, Risk, Quality, Team management with respect to the IT vendors involved in collections & other service delivery functions
- To conduct information security risk assessment wrt to function / processes and implement mitigation controls for third party aggregators
Specific Authorities(Financial & Non Financial)
Financial:
- Approval on PO and Invoices based on designation mentioned in finance entitlement grid
Non-Financial:
- Approve changes to solution(s) facilitating IT governance (PM tool)
- Approve process changes within the Policy/Customer Service Operations verticals
- Sign off on new system developments in conjunction with Core Operations vertical heads
Key Performance:
Job Requirements:
Qualifications Graduate or MBA with relevant domain (Life Insurance) experience and functional skill set of project management
Experience 10 to 12 years in Life Insurance vertical & have the know-how of managing project management for IT project delivery experience and worked in a role involving team management & process improvement
Functional Competencies:
- Ability to develop & manage large Processes
- Understand technical aspects of technology and system development including UAT approach & data management
- Bent towards Digitization, Automation, IT Infra and applications
- Project Management & process understanding & training
Behavioral Competencies:
- Business Acumen
- Collaboration
- Customer Centricity
- Execution Excellence
- Key Interactions
- Internal Nature or purpose of interaction
- All Operations and Support Functions
- Regular publishing of status of key project deliverable to all the Ops function heads
- Facilitating business through process improvements and enhancing partner satisfaction
Technology - Regular publishing of improvement KPI values to function head along with key project updates
External Nature or purpose of interaction
Vendors - Facilitate interaction with the vendor during discovery and implementation stages of the enterprise project
Partners - Liaising with Technology Partners to implementation of governance solutions
Employement Category:
Employement Type: Full timeIndustry: Recruitment Services
Role Category: General / Other Software
Functional Area: Not Applicable
Role/Responsibilies: AVP/DVP - Automation & Service Excellence
Contact Details:
Company: Serving SkillLocation(s): Mumbai
Keyskills: customer service operations environmental impact assessment it governance security risk life insurance team management risk assessment customer service service delivery
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AU Small Finance Bank
AU is a dream that was started two decades ago as AU Financiers by Mr. Sanjay Agarwal, a merit holder Chartered Accountant and a first-generation entrepreneur. He, along with his dexterous team, embarked on a journey of excellence while enriching lives along the way.We are redefining what a ...
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