Jubin Khan

• Experience with senior stakeholder management and executive conversations, written and verbal, both internal and external
• Educate process owners on payments compliance matters and foster a culture of continuous improvement and adherence to spirit of regulations, contracts, and policies.
• Lead, build, and scale a center of excellence at PAN India level.
• Provide the business with expert guidance; support and oversight to ensure that all material business risks and key controls are identified, documented, measured, and monitored.
• Own key payment metrics for the market and derive actionable insights into improving customer experience, performance, and processing costs.
• Own key payment metrics for the market and derive actionable insights into improving customer experience, performance, and processing costs.
• In warding & acknowledgement of dockets, sanction files, subsequent disbursements & PDDs Document management of sanction files and dockets archival and retrieval. Service Request management: requests for list of documents, scan/ copy of title documents, retrieval of title documents for closed cases and so on.
• Ability to prioritize, get things done (launch management), scale, and set goals, lead through vision, clarity and passion
• Timely closure of service requests. Ensure First time right service request closure to branches. Quality closure of SR remarks Dispatch to branches: Timely dispatch of documents to branch Ensure delivery of documents to correct location.
• Vendor management : Liaising with vendor, reconciliation and processing of vendor bills, timely archival and retrieval of files, dockets and other non-critical documents MIS preparation Repayment Mode Management.
• Health check & Repayment Mode updation: Timely & accurately completion of health check activity of all repayment modes. Timely & Accurately updation of repayment modes in system Timely dispatch NACH mandates for registration. Service Request Management: Comprises of Swapping requests, retrieval of bounce memos, discrepant repayment mode, representation requests and so on.
• Monitoring performance of reporting staff with the help of Production management systems
• Guide the team to excel in all performance parameters which include cost management, key process performance indicators (TAT, accuracy etc.), customer satisfaction levels etc.
• Manage and control daily operations and administration of the remittances unit (which includes remittance processing, regulatory filings, RBI liaison, investigations etc.) in order to achieve a high level of efficiency and customer service, which would help attain strategic and operating objectives of the Bank.
• Design policies that align with overall strategy. Implement efficient processes and standards. and to centralize regulatory filing activities at PAN India as per RBI requirements.
• Manage contracts and relations with customers, vendors, partners and other stakeholders. Oversee expenses and budgeting to help the organization optimize costs and benefits.
• Mentor and motivate teams to achieve productivity and engagement Report on operational performance and suggest improvements.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement

• Alignment of Operations strategy to the Business Unit strategy for achievement of budget targets for the current year and next 3 years for the HFC

- Close interaction with Credit /Sales/ Product/IT and other key stakeholders -for understanding business plans and aligning deliveries with these plans.- Set up and manage the operating architecture and branch and central processing center (CPC) processes across the HFC

- Define and institute process and service metrics for measurement and drive operations process and service improvements across all levels

• Manage Operations and Customer Service
  

- Introduce and implement the best practices of business operations across all locations in the HFC

- Set up and continually improve operational systems, processes and policies in support of organizations mission - specifically, support better management reporting, information flow and management, business process and organizational planning.

- Manage and increase the effectiveness and efficiency of Support Services (e.g. contact center, collections, admin etc.)

• Project management
  

- Work cross functionally with internal partners to develop technological solutions and to adapt and deploy new technologies to drive efficiency, correct deficiencies, and build greater consistency in processes

- Prioritize and manage critical projects for implementation of LOS/LMS other technology enablement for the operating model of the HFC

- Lead the creation of Business requirements to feed into implementation/ projects. Assist in prioritization of projects based on available resources and business plans.

- Assist in UAT and testing of projects

• Stakeholder and team management:
  

- Build a team and recruit Branch operations managers, credit processing centre (CPC) staff and other branch staff in line with the operating model requirements and business objectives

- To ensure the effective management of and communication with all retail staff and to ensure adequate staffing levels throughout the business to promote BAU and handle issues.

- Perform training for operations staff and measure and improve performance and productivity

- Help set up and lead Vendor due diligence, empanelment and payout processing of commissions for the services rendered

• Process Improvement, Operational Responsibilities And Analytics
  

- Review and approve operational processes for branches/CPCs and any deviations. Create and manage all process documentation for relevant functions

- Champion customer service, process improvements in policies and procedures, and provide strategic recommendations for sustainable operations

• Manage Audit/Risk and Compliance
  

- Partner with business for all Operational and Control requirements at all levels of operations

- Provide effective risk-based oversight over the operations of branches and processing centers, including the validation of the design and proper execution of controls

• · Loan Disbursement Process under various products:
• - Conduct documentation check as per product wise checklist
• - Ensure Legal & Technical check reports are available.
• - Disburse Loan as per credit policy with accurate & complete data entry with approvals.
• - Collect necessary document before handover of disbursement cheque.
• - Timely banking of BPI cheques.
• - Dispatch of disbursement docket to CPC after audit compliance.
• - To track and initiate cancellation of disbursement cheques printed but not handed over on 20th of next month.
• · Post Disbursement Document Process:
• - To generate daily report of due PDDs
• - To provide the list of due PDDs to respective team (Legal, Sales, etc) for collection.
• - To update received PDD details in system or to update deferred expected date of receipt of PDD in system.
• - Timely Dispatch of received & updated PDDs to CPC.
• · Customer Service & Quality (Loans and Deposits):
• - To resolve customer requests within specified TAT.
• - Service orientation demonstrated through minimum customer complaints and escalations for issues related to specified service standards. Timely resolution of queries/requests/complaints.
• - To provide service to loan as well as deposit customers for all post disbursement requests.
• - Marking tax exemption form 15H/ 15G/ other 197A exemptions in system.
• - Dispatch of the forms to COPs as per specified timelines.
• · Deposits management:
• - All new deposit applications should be processed & forwarded to COPs after FDRs are prepared, as per specified timelines.
• - All renewals deposit applications should processed & forwarded to COPs as per specified timelines.
• - All pre-maturity & maturity payment should be processed & forwarded to COPs as per specified timelines.
• - Refund of application money to be initiated for discrepant accounts beyond 7 days.
• · Financial Reporting, Data Management, Record Keeping & Documentation:
• - Submission of Monthly Balance Sheet along with BRS and other statements.
• - Monthly TDS calculation sheet submission to CSO by 4th of every month.
• - HO and Branch account reconciliation to be done within one week post communication receipt from CSO.
• - Fulfilment level on compliance to process control requirements on safe and secure custodianship of documents/ forms/ registers and their timely release/ hand-over.
• · Cash Management & Banking:
• - Tracking and deposition of Cheque/ DD/ Cash on time and marking clearance or bounce within 3/4 days in system.
• - There should be no violation on cash or the negligence on cash handling, excess cash lying.
• - Timely reconciliation of the Bank Accounts
• · Compliance & Audit:
• - Timely resolution/closure of audit points w.r.t. disbursements & customer service and ensure that the branch always maintain a LOW-RISK RATING

• Handle customer service requirements like account opening, Demat account opening, grievances
• Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives member management team with related direct reports.
• Developed and implemented daily operations plans such as delivery routes, employee assignments and promotional strategies.
• Sales targets for banks and investment products,Back-up to relationship managers holding HNI relationship,To manage Cost efficiency through process
• Financial planning of existing customer and keep on updating portfolio, review their returns
• Cross-sale of asset products, Follow up with Delivery and Supply department
• Own assigned business targets on branch products to be serviced through branches.
• Ensure achievement of monthly as well as annual business and revenue targets through existing relationship management and acquiring new customer base.
• Attend to new walk-in customers promoting bank’s services and products and ensure conversion.
• Ensure relationship management, make calls to existing customers and welcome calls to new customers.
• Plan and execute promotional and marketing activities to acquire new clients and deepen existing relationships.
• Plan and execute customer satisfaction campaigns in the branch to ensure high quality customer service.
• Increase fee revenue without any revenue leakage.
• Attend and manage customers in an orderly manner in branch lobby for better customer experience and quick service.
• Perform activities such as application processing, adhering to banks policies and procedures, updating customer profile to ensure AML/ATF polices are followed.
• Coordinate with CSRs to provide good service to customers.
• Render excellent service to the customer with a pleasant demeanor.
• Update daily, monthly and annual sales MIS.
• Filing and maintenance of records and documentations.