Central Ops Head (Grievance, Customer Service & BPR)_Housing Finance

Roles and Responsibilities Key Responsibilities: Grievance / Regulatory /SR Management Complaint Handling CRM SR Management (ensuring closure SR within TAT) FC, Part-payment, Conversion Rate Set activity Handling BPR (Business Process Re-Engineering) activities Handling audits Knowledge and skills desired : Defining operational strategy & execution roadmap, including short, mid & long-term business goals, objectives,and operating procedures Translating business vision and strategy into operational tactics; initiating & driving business transformationinitiatives in a manner that improves operational execution Tracking productivity and quality metrics (KPIs) to ensure optimum efficiency & quality; managing a reportingprocess to utilize metrics to drive operational improvements Lay down all c