Operations Manager- Customer Experience
Location
Mumbai | India
Job description
About Blenheim Chalcot
Blenheim Chalcot is the UK's leading digital venture builder. We invest more than just funds, we invest our knowledge and experience, our ideas and infrastructure. Our ventures are at the forefront of a multitude of industries being disrupted digitally, including FinTech, EdTech, GovTech, Media, Sport, Charity and more. Ventures we have built range from ClearScore to Agilisys and even the Rajasthan Royals IPL cricket team. All our 20+ portfolio companies have been incubated and launched by us and now have total sales of over £0.5bn and more than 3,000 employees. Our assets under management stand at greater than £1.5bn.
Responsibilities: Identify opportunities for process improvements and automation to enhance operational efficiency.
Leadership and Team Management:
- Provide leadership and guidance to a team of lending operations professionals.
- Set clear goals, monitor performance, and provide regular feedback and coaching.
- Foster a positive work environment that promotes teamwork, collaboration, and professional development.
Loan Application Processing:
- Oversee the loan application process from initiation to completion.
- Ensure compliance with lending policies, procedures, and regulatory requirements.
- Streamline and optimize the loan application workflow to improve efficiency and reduce turnaround time.
- Monitor and evaluate the quality of loan applications and implement measures for continuous improvement.
Underwriting and Risk Assessment:
- Develop and maintain underwriting guidelines and policies.
- Review and assess loan applications to determine creditworthiness and mitigate risks.
- Collaborate with underwriting team to make informed lending decisions based on analysis, financial data, and risk assessment.
Collections and Customer Service:
- Implement strategies for effective collections and delinquency management.
- Monitor and analyze collection performance metrics to identify areas for improvement.
- Develop and maintain strong relationships with customers, ensuring exceptional customer service.
- Handle escalated customer issues and complaints, providing resolutions in a timely and satisfactory manner.
Fraud Prevention and Risk Mitigation:
- Implement fraud prevention measures and systems to safeguard against fraudulent activities.
- Stay updated on industry trends and best practices related to fraud detection and prevention.
- Investigate suspected fraud cases, coordinate with relevant stakeholders, and take appropriate actions to mitigate risks.
Process Improvement and Compliance:
- Identify opportunities for process improvements and automation to enhance operational efficiency.
- Ensure compliance with relevant laws, regulations, and internal policies.
- Conduct regular audits and reviews to ensure adherence to compliance standards.
- Implement necessary controls and procedures to maintain data integrity and confidentiality.
- Strong problem-solving & troubleshooting skills with the ability to exercise mature judgment in client-facing situations.
- Customer relationship management for managing all company's relationships and interactions with customers and potential customers.
- Contribute operations information to strategic plans and reviews.
- Handling client requests end-to-end. This includes receiving a request, capturing requirements, working out team allocations, researching, preparing final output, receiving and implementing feedback.
- Create performance and governance reports for internal stakeholders/ partners on a periodic basis and share with them.
Must have - Strong knowledge of lending regulations, compliance requirements, and industry best practices.
- Excellent leadership and team management skills.
- Analytical mindset with the ability to make data-driven decisions.
- Strong problem-solving and decision-making abilities.
- Effective communication and interpersonal skills.
- Detail-oriented with a focus on accuracy and quality.
Qualifications: - Bachelor's degree in finance, business administration, or a related field.
- Proven experience of 4+ years in lending operations, including loan applications, underwriting, collections, and customer service
At Blenheim Chalcot, we strive to create an environment where differences are not only accepted but greatly valued; where everyone can make the most of their capabilities and potential. We promote meritocracy, competence and the sharing of ideas and opinions. We are driven by data and believe the diversity, agility, generosity, and curiosity of our people is what sets us apart as an organization and helps us thrive.communities in which we operate and who reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talent.
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Salary