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
Millions of jobs, with real people getting hired every day
200,000+
New jobs added daily
7,000,000+
Verified job listings
1,000,000+
Tailored applications submitted
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.
