Branch Operations and Service Manager

Overview

The Branch Operations and Service Manager will oversee daily branch operations related to home loan disbursement, ensuring compliance with regulatory norms and delivering exceptional customer service. This role prioritizes timely completion of loan closures, effective management of escalations, and minimization of delinquencies to achieve high customer satisfaction and branch performance.

Organizational Context

Serving under Aditya Birla Capital Limited's housing finance arm, the role contributes to a fast-growing company registered with the National Housing Bank since 2014. The company focuses on various home loan products and aims to expand significantly, targeting a fivefold growth within five years.

Key Responsibilities

• Lead branch operations to ensure timely and error-free processing and disbursal of home loans within set turnaround times.
• Collaborate with Credit and Collections teams to confirm all loan files are complete and discrepancies addressed before processing.
• Manage end-to-end transaction queues effectively while optimizing resource utilization.
• Oversee fund management, post-closure documentation, and timely dispatch of loan disbursal kits.
• Coordinate and respond to internal and external audits; implement recommended corrective actions.
• Continuously review and refine processes to mitigate risks and adopt best operational practices from other branches.
• Lead and motivate branch teams while promoting innovative approaches to operational challenges.
• Engage with customers directly based on case complexity and support collections efforts to manage delinquencies.
• Generate and analyze periodic MIS reports for zonal heads to aid in strategic decision-making.
• Handle branch walk-in customer service requests, ensuring prompt query resolution and effective CRM use.

Job Challenges

• Ensuring complete accuracy in transaction authorization and zero errors in loan disbursements.
• Maintaining timely banking activities to prevent escalations, despite significant manual intervention in operations.
• Handling a large span of control in bigger locations overseeing multiple branches.
• Proper management and tracking of loan documents and customer property paperwork.

Qualifications and Skills

• Postgraduate degree with at least 7-10 years of experience in banking or lending domains.
• Goal-oriented with excellent interpersonal skills and ability to influence customers and internal teams.
• Proficient in leading teams and driving process efficiency to meet service level agreements (SLAs).

Additional Information

• The operations involve approximately 60% manual processing that requires close attention to detail.
• The role includes responsibility for managing bounce check data and submissions effectively.