Team Leader - Retail Credit Initiation & Control.CoE Pakistan CM - CRM - CCPL Onboarding.Credit Management-PAKCOE

This role involves managing the end-to-end onboarding process for retail products within an offshore environment, specifically overseeing Personal Loans and Cards application processing. The position requires ensuring that all applications meet product parameters, policy criteria, and service level agreements (SLAs) related to turnaround time and accuracy. The incumbent will be responsible for maintaining high-quality standards throughout the onboarding process, managing exceptions, and reporting to key stakeholders. Collaboration with onshore teams and other divisions is essential to ensure smooth operations, risk mitigation, and continuous process improvement.

Key Responsibilities

- Manage the complete offshore onboarding process for retail products, including Personal Loans and Cards, ensuring adherence to underwriting, CPV, and disbursal procedures.
- Review applications to confirm compliance with product parameters and policy criteria.
- Ensure timely processing of applications in line with agreed SLAs and maintain accuracy.
- Track and report monthly exceptions to relevant stakeholders, following escalation protocols.
- Maintain the highest quality standards within the team for the end-to-end onboarding process.
- Implement and monitor controls, risk factors, and procedures to mitigate operational risks.
- Foster positive working relationships with personnel across divisions, onshore, and offshore teams.
- Oversee Management Information System (MIS) management and provide weekly/monthly reports to business stakeholders.
- Monitor daily SLAs through performance reviews, spot checks, and team discipline enforcement.
- Manage and develop the team to exceed departmental and organizational goals, including approving process improvements and enhancing leadership skills.
- Analyze daily rejects and referrals to identify improvement opportunities through training and continuous learning.
- Ensure compliance with credit policies related to retail products and country-specific credit risk parameters.
- Manage risks by exception reporting and reviewing processed applications, ensuring adherence to operating procedures and policy guidelines.
- Coordinate closely with other unit managers, business partners, and risk teams for optimal capacity planning and business volume management.
- Promote a positive work environment encouraging staff involvement and idea contribution to improve service quality.
- Lead quality initiatives and productivity improvement projects.
- Keep unit and division heads informed of regular activities and escalate exceptional occurrences promptly.
- Ensure satisfactory outcomes in group and internal audits.

Required Qualifications

- Graduate degree with a minimum of 5 years of experience in retail product onboarding or a related environment.
- At least 2-3 years in a similar managerial role overseeing Personal Loans and Cards processing.
- Strong knowledge of credit policies and retail product procedures, including cards data entry and CPV processes.
- Excellent managerial and interpersonal skills with the ability to supervise and motivate teams.
- High level of maturity and effective communication skills to manage expectations of internal and external stakeholders.
- Ability to work efficiently under pressure and meet challenging deadlines.
- Good analytical and problem-solving skills.
- Experience in managing SLAs, risk controls, and exception reporting.

Preferred Qualifications and Competencies

- Leadership: Level 3 – Demonstrates strong leadership capabilities to guide teams toward achieving results.
- Commitment to Results: Level 3 – Focused on meeting and exceeding performance targets.
- Customer Focus: Level 3 – Prioritizes customer satisfaction while balancing operational controls.
- Interpersonal Relationships: Level 3 – Builds and maintains effective working relationships across teams.
- Adaptability and Innovation: Level 3 – Embraces change and drives process improvements.
- Experience working in a centralized, outsourced environment supporting UAE and international branches is advantageous.
- Ability to coordinate with risk management, area managers, overseas branches, and business stakeholders.
- Proven track record in process and product improvement initiatives and risk mitigation through effective controls.

This position requires a proactive individual capable of balancing customer service expectations with operational controls, building consensus among diverse stakeholders, and benchmarking processes against international best practices. The role demands prompt troubleshooting skills and practical decision-making to resolve complex operational and service issues.