Branch Operations & Services Manager (India)

Job Purpose The purpose of this job is to oversee and handle day-to-day branch operations and administration in relation to disbursement of home loans. The role will ensure timely closures by following regulatory guidelines and optimal customer management by addressing escalations and delinquency in a proactive manner. It will also ensure high customer satisfaction by delivering efficient services through timely query resolution. The role is responsible to manage branch performance metrics by ensuring zero escalations & minimum delinquencies and present data to the zonal head on an ongoing basis. It will work closely with Credit and Collections teams to ensure smooth processes for disbursement and post disbursement activities The role is involved in evaluation, reporting and recommendation of improvements on the adequacy and effectiveness of processes at the branch level. It will manage both - internal & external audit of the branch, and take action on the finding and recommendations suggested. Job Context & Major Challenges Job Context & Challenges: Part of the Aditya Birla Capital Limited, Aditya Birla Housing Finance Limited (ABHFL) is registered with the National Housing Bank as a housing finance company under the National Housing Bank Act, 1987. The company offers a complete range of housing finance solutions such as home loans, home improvement and home construction loans, balance transfer and top-up loans, loans against property and construction finance. The company acquired its license on 9th July 2014 and has aggressive growth plans. ABHFL has grown at a steady rate while reporting valuable asset quality despite challenges in the operating environment. While the industry is dominated by five large groups, there has been an emergence of segments like Affordable and self-employed borrowers, given the high potential in these segments. Despite increased focus by banks, HFCs have been able to maintain their share in the mortgage market. and is poised for rapid growth and plans to grow 5X (40,000 Cr) in the next 5 years. This shall take ABHFL within the top 5 percentile of HFCs in the country. Job Context Key Aspects: The operations department is mainly responsible for managing the operations i.e. processing of home loans and their disbursement. They provide quick and error free customer service and work in close coordination with the Sales and Risk departments. They implement processes and ensure strict compliance by liaising with the Risk team The main activities undertaken at the branch level includes customer service, documentation and system enrichment. The operations team processes transactions, ensures timely collections, and facilitates closures post closures processes The branch operations manager has additional responsibilities to manage bounce check data and data submission Key Challenges To check transactions details are accurate and give authorisation accordingly To ensure timely disbursement of loan to customer with zero errors in transaction To ensure timely and accurate dispatch of loan disbursal kits To ensure banking activities are completed in a timely manner to avoid any escalations To ensure proper handling of loan and customer property documents with updated trackers for reference To be mindful that all operations processes involve 60% manual intervention At bigger locations more branches under the purview of the Branch Operations Manager span of control is increased considerably Enabling Skill Sets & Qualifications The skills required for this role are goal orientation, working effectively with the teams, interpersonal and influencing skills to manage customers effectively Education and experience required for this role is post graduate with minimum 7-10 years of work experience in the banking and lending domain Key Result AreasKRA (Accountabilities) (Max 1325 Characters)Supporting Actions (Max 1325 Characters) KRA1Oversee & Drive Branch OperationsDrive branch operations in a manner that all the loans are processed and disbursed to customers within the stipulated TAT Ensure that all the branches receive completed files from the Credit team with customer collaterals (loan documents, agreements, KYC, credit verification, etc) within defined SLAs Ensure that the team has scrutinised all files for discrepancies and the necessary action is taken to complete the files Ensure optimization of resources and monitor over all end to end transaction queues Responsible for fund management and closure post closure documentation for NOC processing Monitor timely dispatch of loan disbursal kits Manage both - internal & external audit of the branch, and take action on the finding and recommendations suggested Ensure regular review of processes is undertaken and potential risks are mitigated from time to time Liaise with other branches to learn their best practices and adopt them Recommend .