Retail Operation Manager - Financial Services

About CNH Industrial

CNH Industrial is a globally recognized leader in the capital goods sector, equipped with extensive industrial expertise, a diverse product portfolio, and a worldwide footprint. The Group's individual brands, such as Case IH, New Holland Agriculture, Steyr, Iveco, Magirus, and FPT Industrial, hold significant international standing across various industrial segments including agricultural machinery, construction equipment, commercial vehicles, buses, firefighting vehicles, defense, and engine manufacturing. With over 2,000 employees in India and operations based in Gurugram, the company operates multiple R&D centers, manufacturing plants, training facilities, and parts depots, supported by a vast dealer network that exports to more than 70 countries.

Role Purpose and Responsibilities

This position requires an Operations Manager who will centrally lead the development, implementation, and continuous refinement of operational processes and strategies within the financial services retail segment. Key duties include:

• Designing and consistently updating operational processes and strategies, ensuring rigorous adherence by team members.
• Coordinating cross-functionally with departments such as sales, credit, finance, and collections to drive operational efficiency.
• Generating management reports, presentations, dashboards, and trend analyses using Excel and other data visualization tools.
• Overseeing compliance with company policies and regulatory guidelines across all operational activities.
• Managing both agency personnel and in-house staff involved in operations, including control over the customer care department.

Specific Responsibilities

• Ensuring strict compliance with internal policies and regulatory mandates.
• Executing operational strategies in collaboration with teams and monitoring adherence.
• Performing data-driven analysis and segmentation of portfolio information for insightful reporting.
• Preparing consolidated presentations targeted at senior management audiences.
• Supervising operational teams including agency staff and field units, ensuring service level agreements are met.
• Handling audit and compliance-related processes at the head office.
• Managing customer care operations by resolving customer queries within established timelines.
• Overseeing operational projects, conducting user acceptance testing, and managing vendor relationships.
• Administering payment applications including inbound and outbound transactions.

Required Experience and Skills

• Proficiency in interpreting and memorizing operational metrics and numerical data.
• Advanced skills in data reporting, segmentation, stratification, and analysis.
• Expertise in developing trend charts and visual data presentations.
• Prior experience formulating operational strategies, ideally within the NBFC sector.
• Knowledge of captive finance environments.
• Strong communication ability, capable of interacting with senior management and coordinating field teams.
• Comprehensive understanding of NBFC operations and associated business functions.
• Familiarity with customer care roles and processes.

Eligibility

Applicants must be graduates from any discipline.