Senior Operations Specialist - Retail Assets Operations
IDFC FIRST Bank — Thane, THANE
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Job Description
Job Requirements About the Role
The Senior Operations Specialist – Retail Assets Operations plays a key role in driving customer satisfaction by delivering excellence in loan servicing operations. This role focuses on reengineering processes, enhancing digital customer journeys, and aligning operational execution with the bank’s strategic goals. The incumbent will collaborate with internal stakeholders to redesign workflows, improve service quality, and ensure compliance, while managing a team and overseeing service delivery across various loan servicing functions.
Key Responsibilities
Primary Responsibilities
- Manage loan servicing processes including EMI banking, record management, pre-closure, loan cancellation, and service request tracking and closure within defined TAT.
- Collaborate with internal teams such as Collections and Customer Service across regions to ensure seamless service delivery.
- Leverage technology to streamline processes, reduce turnaround time, and enhance digital service experiences.
- Conceptualize and build solutions in collaboration with business partners, OEMs, and tech stakeholders; present strategies to senior management using presentation tools.
- Identify and implement improvements across people, policy, process, technology, and training dimensions.
- Manage a team of 30–40 on-roll and outsourced staff, ensuring high performance and adherence to service standards.
- Drive collaboration with internal stakeholders to define and implement system requirements and process enhancements.
- Monitor and manage service quality and SLA adherence for the unit.
- Lead automation and process improvement initiatives within the unit.
- Ensure audit readiness and manage audit-related activities effectively.
Secondary Responsibilities
- Influence and engage stakeholders to drive execution and process alignment.
- Deliver results under pressure while maintaining high-quality standards.
- Provide guidance and support to team members, ensuring timely and accurate task execution.
What We Are Looking For
Education
- Graduation: Graduate in any discipline from a recognized institution.
- Post-graduation: Postgraduate in any discipline from a recognized institution.
Experience
- Minimum 3 years of relevant experience in loan servicing or service operations, preferably within the financial services industry.
Skills and Attributes
- Strong understanding of loan servicing processes and customer service operations.
- Technological acumen to drive digital transformation and automation.
- Excellent communication and interpersonal skills for stakeholder engagement.
- Strategic thinking and problem-solving abilities.
- Experience in managing large teams and outsourced staff.
- Proficiency in MS Office and presentation tools.
- Ability to manage audits and ensure compliance with regulatory and internal standards.
- Commitment to IDFC FIRST Bank’s ‘Customer First’ culture and service excellence.
Frequently Asked Questions
What are the eligibility criteria for the Senior Operations Specialist - Retail Assets Operations job at IDFC FIRST Bank?
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 5-10 Years years of relevant experience expected for this role.
What are the primary responsibilities of a Senior Operations Specialist - 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 Senior Operations Specialist - Retail Assets Operations at IDFC FIRST Bank.
Is prior experience required for this position?
This role requires around 5-10 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 Senior Operations Specialist - 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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