Unit Manager, Debt Management Services

About the Role

Objective is to create a virtuous cycle of improvement in our product process to increase ease for the DMS Field team to run their daily activities.

Key Responsibilities

• Ensure timely execution of campaigns along with governance checks.
• Ensure timely communication to stakeholders on project deliverables.
• Campaign performance analysis post execution for process optimization and effective communication.
• Preparation of management MIS on various communication projects and deliveries.
• Understand change requirements and evaluate to take decisions on selection of processes for automation based on impact and extent of change.
• Communication planning and executing campaigns within well-defined TAT.
• Governance checks in all campaigns with end-to-end scenarios to avoid escalations.
• Strong technology adoption, project delivery and domain experience in Debt Management services.
• Responsible for managing and defining solutions for business requirements with respect to system fitment, keeping the operational process in center.
• KPI development and monitoring.
• Managing Communications (All communication channels) for DMS.
• Script development for all communication as per business use cases.
• Liaison with external and internal stakeholders for campaign development, white-listing, and management.
• Execution of Notification, Email, Whatsapp, Voice Bot, and SMS campaigns for higher digital payment penetration.
• Execute cross-functional digital projects, maintaining and managing agreed timelines.
• Improve campaign efficiency by continuously analyzing campaign performance.
• Identify high customer impact processes within fulfillment and transform them toward digital channels.
• Make sure real-time support to the field team in sending communication campaigns.

Key Decisions / Dimensions

• To execute cross-functional digital projects maintain and manage agreed timeline.
• To improve campaign efficiency by continuously analyzing campaign performance.

Major Challenges

• To execute cross-functional campaigns as per agreed timeline and in-line with regulatory, legal compliance guidelines.
• To execute all the communication campaigns errorless and adhere to the timelines.
• To solve problems for issues that may emerge in the fulfillment space in the course of a cross-functional digital project.

Requirements & Tech Stack

• System knowledge along with communication skills.
• Understanding or experience in Project Management.
• Semi-technical understanding of Oracle Responsys, SQL, APIs.
• Loan life cycle understanding.
• Good Excel knowledge.

Qualifications

• Engineering Graduates/Postgraduates.
• Fresher or experienced with Project Management skill set along with communication skills.
• Work Experience: More than 0-2 years of experience in the financial industry.