Operations Lead - Marketplace

Operations Lead- CC, BL, PL 

Location: Bangalore 

What is Muthoot FinCorp ONE? 

Muthoot FinCorp ONE, is a fintech startup, building a financial ecosystem where customers can access relevant and reliable digital services across an expansive range of digital financial products in segments like Lending, Saving & Investment, Protection, and Remittance.   

Our products are designed to ensure a simple, reliable, and responsive financial environment for our customers. Envisioned to be the most trusted financial service provider, our app has an easy-to-use interface aimed to enhance user experience and comfortable navigation. 

Our promoter, Muthoot FinCorp Ltd., is one of the most reputed names in the Fintech industry and has the customers' trust in diverse segments like Financial Services, Automotive, Hospitality, Alternate Energy, Real Estate, and Precious Metals.   

In our quest to build teams across diversified domains, we recently acquired Paymatrix, an award-winning start-up founded in 2016. It has helped us venture into rent and rent-related payments and other vendor payments using credit cards. Currently, we are working on transforming Paymatrix into a Virtual POS platform.  

Muthoot FinCorp ONE believes in an ownership driven startup culture, where cumulative success is paramount, and each team member is valued and nurtured. 

What can you expect? 

🌐 Build the future, Today - Build for scale in an ever-expanding marketplace 

🎁 Perks & other benefits - Wholesome well-being and personal satisfaction 

👨🏻‍💻 Work with the brightest minds in the industry - Premium colleges, great pedigree and amazing teams 

🌟 Dynamic work environment: Stable yet exciting - Constant challenges that test the best in you 

📈 Fast-paced growth - Wide exposure, and terrific mentors to accelerate professional growth 

Responsibilities: 

Team Leadership and Management,  

• Lead, supervise, and motivate the tele calling team to achieve operational and sales targets. 

• Recruit, train, and mentor tele calling agents to enhance performance and maintain high-quality customer interactions 

• Monitor daily team operations, provide feedback, and implement coaching to improve productivity and customer experience  

Target Achievement and Performance Monitoring 

• Set clear MoM targets for tele calling campaigns related to CC, PL, and business loans.  

• Track and analyse key performance indicators (KPIs) such as call volumes, conversion rates, collection targets, and customer satisfaction.   

• Develop and implement strategies to meet or exceed sales and operational goal 

Stakeholder Management  

• Maintain regular communication and collaboration with internal stakeholders such as sales, marketing, finance, and product teams to align operational efforts with business objectives. 

• Manage relationships with external partners or vendors  

• Conduct operational review meetings and report performance metrics to senior management  

Process Improvement and Compliance 

• Develop and implement operational processes and best practices to optimize tele calling efficiency and effectiveness. 

• Ensure compliance with company policies, regulatory requirements, and quality standards.  

Reporting and Analysis 

• Prepare and present detailed reports on team performance, sales achievements, and operational challenges. 

• Use data analytics to identify trends, areas for improvement, and opportunities for growth. 

• Collaborate with senior management to refine strategies based on insights 

Customer Experience and Quality Assurance 

• Ensure the tele calling team delivers a positive customer experience aligned with company values. 

• Implement quality assurance measures to maintain high service standards. 

• Address escalated customer issues and ensure timely resolution 

Requirements: 

• 5 + years of Exp as Team lead for CC, PL, BL preferred from digital distribution channels 

• Team leadership and people management 

• Loan processing and credit evaluation 

• Customer relationship management 

• Performance monitoring and reporting 

• Product knowledge for various fi and lenders 

• Problem-solving and decision-making 

🤩 Excited? So are we! Apply now to be a part of our incredible workforce!