Branch Operations & Service Manager

Overview

The role of Branch Operations & Service Manager involves supervising daily branch activities related to the disbursement of home loans, ensuring alignment with regulatory standards, and maintaining high levels of customer satisfaction through prompt handling of escalations and delinquency cases. This position demands effective management of branch performance metrics, close collaboration with Credit and Collections teams, and diligent handling of branch audits and process improvements.

Role Context and Challenges

Operating within Aditya Birla Financial Services Group, specifically Aditya Birla Housing Finance Limited and Aditya Birla Finance Limited, this role supports home loan and mortgage product operations across multiple zones. The housing finance market in India has seen robust growth, and this role contributes to maintaining market presence and asset quality amid a competitive landscape. Key challenges include managing the accuracy and timeliness of loan disbursement, overseeing banking operations to prevent escalations, handling manual operations extensively, and supervising multiple branches depending on location.

Key Responsibilities

• Ensure all loans are processed and disbursed within defined turnaround times.
• Coordinate with the Credit team to receive complete loan documentation within service level agreements.
• Conduct thorough reviews to identify and rectify discrepancies in loan files.
• Optimize resource use and monitor transaction workflows end-to-end.
• Manage fund administration and documentation post-closure, including NOC processing.
• Monitor and ensure timely dispatch of loan disbursal kits.
• Oversee and act upon findings from internal and external branch audits.
• Regularly review operational processes and implement risk mitigation strategies.
• Liaise with other branches to share and adopt best practices.
• Recommend and implement process improvements based on team and market feedback.
• Follow up persistently on post-disbursement documentation and update systems accordingly.

Performance Goals

• Maintain transaction processing efficiency by meeting service level agreements.
• Minimize errors and avoid critical customer escalations.
• Control first-time resolution rates and overall process performance.
• Ensure regulatory compliance and readiness for audit inquiries.
• Complete post-disbursement procedures within agreed timeframes.
• Periodically review and update processes and user guidelines.

Customer Engagement

• Engage directly with customers for complex or high-value cases.
• Support collections teams in managing delinquencies and late payments.
• Implement strategies to enhance overall client satisfaction through prompt and effective service.

Reporting and Team Leadership

• Regularly monitor team performance metrics and implement corrective actions.
• Prepare and submit periodic management information systems reports with insights for decision-making.
• Drive audit compliance and address audit queries efficiently.
• Align team members with branch goals through clear communication of performance expectations.
• Foster team capability through continuous performance reviews and targeted training.
• Encourage and support innovation in transaction processes.

Qualifications and Experience

Applicants should hold a postgraduate degree and possess 7 to 10 years of relevant experience in banking and lending sectors. Essential skills include goal orientation, collaborative teamwork, strong interpersonal interaction, and effective customer relationship management.

Additional Information

This position reports directly to the Zonal Operations Head and is part of the broader Operations department. It involves handling complex internal and external relationships including regular interaction with Credit and Collections teams, Sales, Auditors, local banks, and customers. The role oversees multiple branches and manages a mix of internal audits and regulatory compliance in a largely manual process environment.