Senior Executive Operations (BBW)

1. Purpose

Responsible for end-to-end management of all service partners in the branch including partner identification, on-boarding, start-up support, capability building and evaluation

2. Key Responsibilities

**Responsibilities****

• • Support the Head - Service & Channel Partner Development in the formulation of annual manpower plan for PDAs & DAs; Work closely with the Branch Heads and Regional Operations Heads to identify PDA/DA requirements in the Branch and forward the same to the Head - Service & Channel Partner Development
• Identify potential service partners in the Branch and forward the same to Head - Service & Channel Partner Development
• Support the Head - Service & Channel Partner Development in the empanelment of new service partners in the Branch
• Conduct the induction program for all service partner staff in the Branch
• Conduct all relevant operations trainings for all service partner staff in the Branch
• Responsible for efficient functioning of all service partners in the Branch
• Conduct regular audits of service partners in the Branch in terms of adherence to statutory requirements, service level agreements etc; Highlight any deviations to the Head - Service & Channel Partner Development and take corrective actions, if any
• Monitor service partner staff performance on a regular basis

3. Key Result Areas and Key Performance Indicators

S.No* | *Key Result Areas* | *Key Performance Indicators****
---|---|---
1. | Reach expansion | · Drive activities related to setup of service partners as per defined timelines
2. | Service Performance of Service Partners |

• Operational Performance of

  • PDAs
  • Delivery Agents

• | Capability building of service partners | · Conduct/ delivery of routine operations training programs for PDAs/DAs as per plan
  · Conduct of training/ capability building programmes for PDAs/DAs for rollout/ launch of new products or new processes
  · % coverage of PDAs/DAs in operations training programmes

• | Ensure Performance Driven Culture | · Adherence to Performance Management system timelines and guidelines
• | Attrition | · % PDA and DA attrition in the Branch