Division Lead - Retail Assets Operations
IDFC FIRST Bank — Thane, THANE
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Job Description
Job Requirements Job Title: Division Lead - Retail Assets Operations
Department/Function: Operations
Job Purpose
We are seeking a Division Lead – Retail Assets Operations (H) to join our Loan Servicing – Retail Asset Operations team. This leadership role is responsible for driving customer satisfaction by enhancing service delivery, optimizing operational processes, and enabling digital transformation. The role demands strategic thinking, process reengineering, and collaboration across departments to improve turnaround times, accuracy, and customer experience. The ideal candidate will lead initiatives that align with the bank’s broader objectives, focusing on automation, governance, and continuous improvement.
Roles & Responsibilities:
- Oversee loan servicing processes including pre-closure, loan cancellation, and service request tracking and closure within defined TAT.
- Ensure error-free transaction processing and adherence to organizational policies.
- Manage a team of 10–15 employees, including on-roll and outsourced staff.
- Drive quality and SLA adherence across the unit.
- Lead automation and process improvement initiatives.
- Conduct audits and ensure compliance with internal and external standards.
- Analyze consumer support data to identify actionable insights and improvement strategies.
- Collaborate with internal stakeholders to define and implement system requirements.
- Conduct regular process reviews to identify gaps and recommend improvements.
- Leverage technology to reduce turnaround time and enhance digital service delivery.
- Identify and implement fixes across People, Policy, Process, Technology, and Training.
- Build digital workflows connecting front and back offices for seamless execution.
- Drive digital system integrations across multiple applications.
- Ensure customer support activities deliver measurable business value.
- Maintain governance standards including SOP documentation, risk assessments, user access reviews, PII security, and third-party vendor compliance.
- Demonstrate strong presentation and communication skills.
- Influence stakeholders and build effective relationships to drive execution.
- Deliver results under pressure while maintaining high quality standards.
- Guide and mentor team members to ensure timely and accurate task execution.
- Apply advanced data analysis techniques for deep-dive reviews and reporting.
- Expertise in loan servicing systems such as Finn One or similar LMS platforms.
- Strong leadership and team management capabilities.
- Excellent communication and interpersonal skills.
- Proven ability to drive SLA and quality metrics.
- Strategic mindset with a focus on automation and process reengineering.
- Technological acumen to implement digital solutions and integrations.
- Analytical skills to interpret data and present actionable insights.
- Experience in audit management and compliance governance.
- Ability to manage cross-functional collaboration and stakeholder engagement.
- Customer-first approach aligned with IDFC First’s service excellence culture.
Educational Qualifications:
Graduation: Bachelor of Commerce (B.com) / Bachelor of Science (B.Sc) / Bachelor of Arts (BA) / Bachelor of Business & Insurance (BBI) / Bachelor of Management Studies (BMS)
Post-Graduation: Master of Business Administration (MBA) / Master of Commerce (M.com) / Master of Arts (MA)
Experience 10 - 18 years of relevant experience
Frequently Asked Questions
What are the eligibility criteria for the Division Lead - Retail Assets Operations job at IDFC FIRST Bank?
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 10-18 Years years of relevant experience expected for this role.
What are the primary responsibilities of a Division Lead - Retail Assets Operations at IDFC FIRST Bank?
The key responsibilities for this role are detailed in the Key Responsibilities section above, covering the core duties expected of a Division Lead - Retail Assets Operations at IDFC FIRST Bank.
Is prior experience required for this position?
This role requires around 10-18 Years years of relevant experience, as specified in the job listing. Please refer to the Qualifications & Experience section above for full details.
What skills are important for this role?
Skills relevant to this position are outlined in the Qualifications & Experience section above. In general, strong communication, domain knowledge, and the ability to meet role-specific targets are valued across similar BFSI positions.
How do I apply for the Division Lead - Retail Assets Operations role at IDFC FIRST Bank?
You can apply directly using the Apply Now button on this page, which will take you to IDFC FIRST Bank's application process for this role.
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