Head of Operations

Role Objective
As Valocity continues to grow in India, we need to ensure our valued customers are supported with their activation and onboarding and nurtured, and that we continue the innovation journey with them. The Head of Operations is responsible for onboarding of partners/users (Lender and Valuers), activation of partners on Valocity platform, provide continuous support to users and manage relationships with the Valuers
and Valuer organisations.
Key Responsibilities and Outcomes of the Role
We are looking for a motivated and driven Head of Operations who has a clear understanding of the Valuation process in mortgage lending, understands the complexity of managing a large ecosystem of users and valuers and strong relationships in the market with Valuer community. Preferably have got exposure in building/managing any SaaS/technology platform.
Major Responsibilities
Customer Onboarding
• Engage with key customer users to understand their business and technical goals for using Valocity and understanding their activation, onboarding, and training needs. Build strong and effective relationships with them.
• Advocate customer business use-cases to product development team
• Define and track key performance indicators for the customer onboarding process and ongoing platform monitoring and usage.
• Oversee the regular governance reporting for each client, report on customer onboarding status and customer satisfaction levels.
• Report monthly on SLA, customer satisfaction and issues for customers, and where necessary recommend improvements to process or service to resolve.
• Drive customer outcomes, product adoption and customer experience.
Customer Support
• Lead onboarding implementation and training throughout the onboarding process as required.
• Communicate effectively between Valocity and our customers as to what needs to be done, by whom and when and ensuring regular updates on progress.
• Take ownership of any challenges and concerns raised by customers and find solutions to assist them.
• Build system and processes to deliver customer support in the most efficient and effective way, leverage technology to deliver the customer experience.
• creating forms on form builder, setting up the report templates, testing the product when new features are released, escalate issues, report system
errors/bugs
Valuer Management

• Build relationship with Valuer community
• Support product team with feedback from Valuer community to help enhance the platform to the next level of innovation
• Manage and engage in objection handling and building trust within the Valuer community for Valocity platform.
Others

• Ongoing training of Valuers and users
• Work with Marketing to build the best possible solutions to impart training and build awareness of the platform
• Provide support for marketing activities to create awareness amongst target group, manage valuer profiles on Valocity, screening applications of valuers who wish to get registered on Valocity Platform
• Leverage data and analytics to drive efficiency, identify gaps and monitor progress
• Work with your teams to identify and deliver positive change and business efficiencies.
• Keep up to date with any industry changes affecting the business, represent the organisation in industry forums
• Will support BD, Product and other teams as and when required by the business
Working Relationships
• Lender Users and Valuers
• India Product Team
• India BD / sales team/Marketing
Key Requirements
Personal Attributes
• Experience in managing the Valuers across geographies and understanding of the Valuation process in mortgage lending
• Experience managing an Onboarding and/or Product Support function and team at a global SaaS software company.
• Superior problem solving and resolution skills to solve challenges during the customer lifecycle in order to instil trust and account growth from our customers as well as retention rate.
• A positive can-do attitude with the ability to work autonomously and as part of a team as we grow our business and operations in India.
• Exceptional verbal communication skills with a proven ability to build and maintain strong internal and external relationships.
• Results driven mindset, with ability to take on personal challenge of driving and delivering business results and outcomes.
Experience
• 8-10 year’s experience in a Valuer Management/ Valuation process.
• Success in deepening relationships with Valuer/ Lenders resulting in increased revenue and services bought by the customers.
• Experience in leading customer onboarding / support teams with demonstrable understanding of best practice.
• Experienced in developing and implementing new systems and processes in a fast-moving environment.
• Proficiency in regional language will be a big plus.
Qualifications
• Bachelor’s degree in related field
• MBA from a reputed college
Technical Skills
• Has done Valuations or managed Valuers in a large Bank or Lending institution.
• Working knowledge of MS office – Excel, PowerPoint, Word etc.
• CRM (ideally Hubspot) or such tools to manage support desk.