01Overview
Job Title
Branch Operations Manager (ABHFL & ABFL
Mortgages)
FunctionOperations
Department
Operations
Reporting To
(Title)
Zonal Operations Head (ABHFL or ABFL Mortgages)
Superiors Superior
(Title)
Head Operations (ABHFL & ABFL Mortgages)
Unit
Aditya Birla Housing Finance Limited
Aditya Birla Finance Limited
Location
Branches across three zones (West, South, North &
East)
Business
Financial Services
Date
March 2016
Code:
1) Job PurposeThe 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 regularly. To work closely with
Credit and Collections teams ensuring smooth processes for disbursement/post disbursement activities. Also, 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
2) Dimensions
What are the areas (in quantitative terms) the job has an impact on
FunctionDept.SectionRemarks
(As applicable)
1.
Manpower (Nos.)
A
Management
B
Staff
C
Worker
D
Contract
Total
2.
Other Relevant Parameters
(Capacity/ Volumes/ Budget)
A
Operations TATs
B
Timely Reporting & MIS
C
Customer Satisfaction Scores
D
# Delinquencies per branch
< X
< Y
E
# Audit NCs/ Observations
Zero
Zero
Zero
F
3) Job Context & Major Challenges(What are the specific aspects of the job that provide a c .
