Branch Operations & Services Manager

About This Role

Branch operations and administration for home loan disbursements is the core of this management role, which ensures timely closures by following regulatory guidelines. You will ensure optimal customer management by addressing escalations and delinquency proactively, and deliver high customer satisfaction through efficient services and timely query resolution. The role manages branch performance metrics, presents data to the zonal head, and works closely with Credit and Collections teams to ensure smooth processes for disbursement and post-disbursement activities.

Responsibilities

• Oversee and handle day-to-day branch operations and administration in relation to disbursement of home loans
• Ensure timely closures by following regulatory guidelines
• Manage optimal customer relations by addressing escalations and delinquency proactively
• Ensure high customer satisfaction by delivering efficient services through timely query resolution
• Manage branch performance metrics by ensuring zero escalations and minimum delinquencies
• Present data to the zonal head on an ongoing basis
• Work closely with Credit and Collections teams to ensure smooth processes for disbursement and post-disbursement activities
• Evaluate, report, and recommend improvements on the adequacy and effectiveness of processes at the branch level
• Manage both internal and external audits of the branch, and take action on findings and recommendations
• Oversee and drive branch operations so that all loans are processed and disbursed to customers within the stipulated TAT
• Ensure that all 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 taken necessary action to complete them
• Ensure optimisation of resources and monitor overall end-to-end transaction queues
• Responsible for fund management and closure – post closure documentation for NOC processing
• Monitor timely dispatch of loan disbursal kits
• Ensure regular review of processes is undertaken and potential risks are mitigated
• Liaise with other branches to learn and adopt best practices
• Recommend process level changes based on feedback from the team, other supporting departments, and external market trends
• Manage post-disbursement documentation by conducting follow-ups with stakeholders, reporting discrepancies to Management, and updating the system periodically
• Drive process efficiency by meeting SLAs during transactions
• Ensure reduction in errors and minimum critical escalations
• Keep FTR% and Performance% in check
• Maintain process quality and resolve errors in minimum TAT
• Keep a check on regulatory norms and ensure data is easily and accurately available to respond to audit queries
• Ensure follow-through on post-disbursement processes within agreed TATs
• Review processes and user guidelines periodically and make/recommend necessary changes
• Engage with customers depending on the value or complexity of the case
• Guide and support the collections team in case of any delinquencies in late payment
• Seek out and implement ways to increase client satisfaction through efficient client management
• Monitor performance parameters regularly and take remedial measures
• Oversee the creation of periodic MIS and provide it to the Zonal Head, with specific insights to enable critical management decisions
• Review process adherence, drive audit compliance, and take remedial measures to reduce audit queries
• Align the team with overall branch objectives by creating awareness about performance parameters
• Build capability in the team by reviewing performance continuously and providing training opportunities
• Encourage the team to develop innovative solutions to existing problems in transactions and support their implementation
• Handle branch walk-ins for all service requests
• Resolve queries on time
• Create, assign, and resolve CRM issues
• Manage bounce check data and data submission

Requirements

• Post-graduate degree
• Minimum 7-10 years of work experience in the banking and lending domain
• Goal orientation
• Ability to work effectively with teams
• Interpersonal and influencing skills to manage customers effectively

Important Details

• Challenges: checking transaction details for accuracy and giving authorisation, ensuring timely loan disbursement with zero errors, ensuring timely and accurate dispatch of loan disbursal kits, ensuring banking activities are completed on time, ensuring proper handling of loan and customer property documents with updated trackers for reference, managing processes with 60% manual intervention, increased span of control at bigger locations with more branches under purview

About the Company

Aditya Birla Housing Finance Limited (ABHFL), part of Aditya Birla Capital Limited, is a housing finance company registered with the National Housing Bank. 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. It acquired its license on 9th July 2014 and has aggressive growth plans to grow 5X (40,000 Cr) in the next 5 years, aiming to be within the top 5 percentile of HFCs in the country.