Branch Operations & Service Manager

Overview

The role entails managing and driving branch operations to ensure all loans are processed and disbursed within the agreed turnaround time. This position requires active collaboration with credit teams to obtain complete loan documentation and rigorous scrutiny of files to detect and resolve discrepancies efficiently. Resource optimization and transaction queue monitoring are key responsibilities, alongside overseeing fund management and post-closure documentation activities.

Key Responsibilities

• Efficient management of branch operations to achieve timely loan processing and disbursal.
• Coordination with credit teams to receive complete loan documentation including agreements, KYC, and credit verification within stipulated service level agreements.
• Ensuring thorough review of files for any discrepancies and driving corrective measures promptly.
• Optimizing resource use and supervising end-to-end transaction workflows.
• Handling fund management, closure documentation, and NOC processing post loan closure.
• Overseeing the dispatch timeline of loan disbursal kits to customers.
• Management of both internal and external branch audits, implementing suggested actions from audit findings.
• Conducting continuous process reviews and mitigating arising risks proactively.
• Learning and adopting best practices from other branches.
• Recommending operational process improvements based on team feedback, supporting departments, and market trends.
• Monitoring post-disbursement documentation through active follow-ups and reporting discrepancies to management.

Performance Metrics

• Striving for process efficiency by meeting transaction SLAs consistently.
• Reducing errors and minimizing critical escalations.
• Monitoring first-time resolution (FTR%) and overall performance metrics.
• Maintaining process quality and resolving errors rapidly.
• Ensuring compliance with regulatory norms and easy access to required audit data.
• Overseeing timely post-disbursement process completion within set timeframes.
• Regularly reviewing and updating process guidelines.

Customer Management

• Engage with customers according to the case complexity to enhance satisfaction.
• Support collections teams in managing late payment delinquencies effectively.
• Identify and implement improvements for client service and satisfaction.

MIS and Reporting

• Monitor performance parameters regularly and implement remedial steps as necessary.
• Manage the generation of periodic MIS reports for the Zonal Head, providing actionable insights to aid decision-making.
• Ensure strict adherence to processes, audit compliance and address audit queries proactively.

Team Leadership

• Align team objectives with overall branch goals and communicate performance parameters clearly.
• Assess team performance continuously and offer training and development opportunities.
• Encourage innovation in solving transactional issues and support implementation.

Client Servicing

• Manage branch walk-in customers and their service requests efficiently.
• Provide timely resolution to queries.
• Handle Customer Relationship Management (CRM) including creation, assignment, and resolution.
• Ensure registration on the company's One ABC portal.