Manager – Credit Operations Job Vacancy in Bajaj FinServ Pune, Maharashtra – Updated today
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Full Details :
Company Name : Bajaj FinServ
Location : Pune, Maharashtra
Position :
Job Description : Job Reference
* JR00082490
Job Summary
* Manager – Credit Operations
Job Purpose
“This position is open with Bajaj Finance ltd.” Bajaj Finance sells a host of products across its various verticals through the contact centres, it also services its customers through contact centres. It uses a mix of inbound and outbound centres. Most of this execution is done through the outsourced partners and respective vertical PnL teams work closely with the execution teams. Currently we have over 3000 FTEs across our contact centres having grown at a very rapid clip. The company has had significant growth and has identified Direct to Consumer (D2C) as a key means to drive acquisition. The contact centre is a key component driving this growth. Whilst we move our service to self-service channels, we continue to see contact centres being a core component of our service strategy. We expect to see these numbers increase – with addition in partners and incremental physical centres. The organization has created a centralized Contact Centre – Centre of Excellence function which will enable this growth to be better managed through a structured approach working with Internal (Business & Vertical Teams) and External Stakeholders (Partners, Vendors, Market SME’s) The organization is further investing in strengthening the team for operating & managing Contact Centre growth through creating an opportunity specifically for a Technology (Dialer) Administrator role. Additionally, the team continues to invest efforts in ongoing assessments of Contact Centre operations at partners for identifying Improvement and Transformational opportunities.
Job Duties & Key Responsibilities
* Duties and Responsibilities – Duties and Responsibilities: • Responsible for org-wide reporting of Partner/Vendor Contact Centres • Generate & publish daily dashboards to all relevant stakeholders • Develop a data warehouse for self & team for historical analytics • Ensure standardized
Required Qualifications and Experience
* Duties and Responsibilities: • Responsible for org-wide reporting of Partner/Vendor Contact Centres • Generate & publish daily dashboards to all relevant stakeholders • Develop a data warehouse for self & team for historical analytics • Ensure standardized, accurate & complete data in published reports • To design & maintain scorecards/ health cards for Contact Centre employees/accounts/functions/Partners • Provide inputs – data & info – to intra functional stakeholders for identifying efficiency enhancement opportunities • Own & maintain real-time reporting to ensure all round governance & identifying opportunities for process improvement Experience and Expertise Knowledge Minimum Graduation Experience • Minimum of 3 to 4 years in SQL, Power BI, Tableau, MIS & Analytics role in a BFSI/Contact Centre Skills • Should be well-versed in MS Excel functions, Access, formulae & visualizations • Should have first-hand experience in Contact Centre reporting • Knowledge on VBA/Macros would be an added advantage • Know-how of market-wide database/reporting tools • Knowledge in DWH is an added advantage
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