Retail Operation Manager

• Creating, ensuring adherence, and constantly revising Operation processes and Strategy
• Rolling out and driving adherence to the process and strategy with team members
• Collaborating and interacting with other departments such as sales, credit, finance and collections etc.
• Publishing management information, Presentations, dashboards, trend charts in Excel and other company data visualization tools
• Owning and managing adherence to processes and procedures for operations as per the company policies
• Managing operations through agency and on roll employees
• Managing customer care department
• Ensuring adherence to processes and policies as per company and regulatory guidelines
• Implementation of operations strategy with teams and tracking compliance
• Reporting and analysis of the portfolio data with segmentation and stratification
• Consolidated presentations for senior management
• Managing operation agency and on roll employees, coordinating with Field teams including its Service levels
• Responsible for processes at Head office related to Audit and compliance activities
• Handling customer care
• Resolving external and internal customer queries within time lines defined
• Managing Operations projects, user acceptance testing, vendor management
• Payment application (Incoming and outgoing)

• 10+ years of overall experience in handling retail operations
• Ease of working with, understanding, and remembering operations metrics and numbers
• Expertise in Data reporting, stratification, segmentation, and Analysis
• Expertise in creating trend charts, data visualization to display the required data
• Experience in creating operations strategy preferably in NBFC industry
• Exposure to Captive finance
• Excellent communication skills in terms of working with senior management and managing communications with Field teams
• Understanding of overall NBFC business and its functions
• Understanding of customer care roles and responsibilities
• Minimum qualification: Graduate
• MBA (preferred)

MBA

• Flexible work arrangements
• Savings & Retirement benefits
• Tuition reimbursement
• Parental leave
• Adoption assistance
• Fertility & Family building support
• Employee Assistance Programs
• Charitable contribution matching and Volunteer Time Off