Manage Retail Credit Operations
BankMuscat S A O G
Total years of experience :21 years, 1 Months
Managing the day to day operations of the Centralized loans processing unit, responsible for processing, disbursement and credit admin activities for all the retail credit facilities like Personal loans, Auto loans, Mortgage loans & Overdraft facilities sourced from more than 150 branches and sales centers spread across the Sultanate of Oman.
Ensuring adherence to the service level agreements agreed to with the stake holders by constant monitoring and reporting.
Process reengineering, process mapping, Change management, creation of procedure manuals and training of staff.
From the Risk management perspective, putting in place effective control mechanism to reduce the possibility of Operational risks.
Interacting with the internal, external & Central bank auditors, responding to queries raised and implementing the necessary process corrections when ever needed.
Resolving service related issues raised by the stake holders (branches, regional offices & Sales units of Home & Auto loans).
Collateral monitoring and management.
MIS and reporting function for both the internal department as well as the stake holders.
Developing, tracking and reporting key performance measurements for the unit.
Develops and implements process and procedures to improve operational efficiency.
Oversees cross functional work relations that is targeted to resolve customers issues.
All of the credit facilities are processed and disbursed in strict compliance with organizational and regulatory policies, procedures and regulations.
Manages sub-ordinates and is responsible for over all direction, co-ordination, planning, assigning and directing work.
Train, coach and manage all employees in all policies and procedures and cross training of other resources,
Delegate tasks and responsibilities where relevant in order to ensure that short and long term departmental objectives/strategies are achieved.
Forecast volumes and manpower requirements. Monitor productivity and generate reports.
Handle problem Customer cases, which are more sensitive and beyond the competence of staff in a tactful manner, thus projecting and maintaining the bank’s image.
Control, manage and direct the departments in the execution of their duties and responsibilities in line with the company’s policies and procedures and initiate change where relevant.
Proactively study and standardize procedures to improve efficiency and consistently look at issues from the customer’s perspective.
Periodically review the effectiveness of the service and make recommendations for improvements to senior managers
Provide product / service improvements and suggestions and contribute to the overall re-engineering effort as & when appropriate.
Process and Policy Support: Support the development of efficient procedures, processes and staff training to ensure high quality standards and service delivery. Identify problems with existing policies and propose solutions that enhance service satisfaction.
Analyze client business/functional requirements and relate them to TEMENOS products capability.
Identify any gaps together with proposals for their resolution (e.g. workarounds or changes in processes) and ensure any solutions proposed are realistic and within the agreed scope of the project.
Define customization needs for TEMENOS products as per agreed business definitions.
Write specifications (FSD), if and when needed, for local development and ensure that Technical Consultants have a clear understanding of these specifications.
Participate in the parameterization and/or configuration analysis / design of T24 through the definition of static and semi-static data for system installation and also using any internal tool, if available.
Participate in functional testing to support User Acceptance Testing (UAT).
Liaise with the TEMENOS maintenance groups to ensure that the product problems identified are understood and resolved.
Make recommendations on best banking practices and alert the project manager/supervisor on practices that might damage the client’s business or contradict legal requirements, before recognition as a problem by the client.
* Distinguished efforts towards setting up the Cochin Branch of Moneyline credit ltd
* Products handled include Personal Loans for Salaried, Biz Loans for the working capital needs of Self-employed and Pvt ltd companies and Mortgage loans.
* Vendor empanelment and management (CPV, FCU, Valuers, Lawyer)
* Meeting the SLA for the internal as well as the external customers.
* Credit Appraisal of three different products namely Personal and Biz loan applications and Mortgage.
* Recruitment and training of Moneyline and the CPA staff
* Distinguished efforts towards handling credit evaluation and appraisal of the Personal Loans applications as per the set processes and Policy of the bank.
* Successfully met the SLA's like the Credit Ops TAT, Approval Rate, Write rate, File dispatch, Average ticket size and Average Yield.
* Ensured adherence to policy and process as per the laid down guidelines, measurable in terms of Underwriter wise error rates, Branch Audit scores, Branch wise error rates.
* Administered process ownership of pre & post disbursal compliance.
* Organized training programs for CPA & credit processing team on credit policy.
* Participated in monthly Credit meeting with Sales for providing feedback on market realities in comparison with the policy and recommend changes if any.
Achievements: Recipient of the management "Thanks" award for the contribution beyond the call of duty.
* Demonstrated skills in handling Credit appraisal & decision of Credit card applications sourced Pan-India as per the laid down credit policy of the Bank.
* Proficiently maintaining TAT (Turn around Time), keeping the Delinquency at lower levels than the portfolio delinquency.
* Coordinated with the Regional card centers and the Sales, extended feed back on improving the Approval rates and sourcing quality.
* Recognized amongst the top five underwriters consistently for 9 months.
Achievements: Recipient of the Excellence in underwriting award for the year 2005 at HDFC bank National credit meet.
E-Serve International Ltd, Chennai
Period: Feb 2004 to April 2004
Designation: Junior processing officer.
* Credit cards underwriting of UK Citibank Credit card customer.
Perot Systems BPS India pvt ltd (Formerly known as Vision Healthsource pvt ltd.), Chennai
Period: Sept 2002 to Dec 2003
Designation: Financial transaction executive.
* Health Insurance claims processing for health care providers in the US.