Branch Operations & Service Manager - Indore

Overview

This role is responsible for leading and managing day-to-day branch functions focused on home loan disbursements. The incumbent will ensure loans are processed and closed on schedule adhering to regulatory requirements and will proactively handle customer escalations and delinquency issues. The position drives exceptional customer satisfaction through effective query resolution and oversees branch performance metrics targeting zero escalations and minimal delinquencies. Collaboration with Credit and Collections teams is essential for smooth loan disbursement and post-disbursement workflows. The role also includes conducting audits and recommending process improvements at the branch level.

Organizational Context and Challenges

Aditya Birla Housing Finance Limited (ABHFL) operates in the housing finance sector providing various loan products including home loans, home improvement loans, balance transfers, loans against property, and construction finance. Registered under the National Housing Bank Act 1987, ABHFL aims for rapid growth, targeting a fivefold expansion in loan book size over five years while maintaining good asset quality despite market challenges from dominant banking groups. The operations department handles loan processing, disbursement, collections, and documentation while ensuring compliance with risk and regulatory norms.

Branch operations involve significant manual processing (approx. 60%), requiring precision and timely executions to prevent errors or escalations. Managers may oversee multiple branches increasing the scale of operations under their control. Key challenges include ensuring transaction accuracy, error-free timely loan disbursements, managing check bounce data, maintaining updated documentation, and avoiding escalations.

Key Responsibilities

• Manage complete branch loan operations ensuring on-time processing and disbursement within defined turnaround times.
• Coordinate with Credit teams to ensure receipt of complete customer files and collateral documents within SLAs and address discrepancies swiftly.
• Optimize resource use and monitor transaction workflows end-to-end.
• Oversee fund management and post-disbursement documentation including NOC processing.
• Ensure timely dispatch of loan disbursal kits.
• Handle internal and external audits, addressing findings and implementing recommendations promptly.
• Conduct ongoing process reviews to identify and mitigate risks.
• Benchmark with other branches to adopt best practices and recommend improvements based on team feedback and market trends.
• Support collections teams in delinquency management and guide customers through complex cases.
• Maintain and deliver periodic MIS reports with actionable insights to zonal heads for decision making.
• Lead the branch team by aligning objectives, monitoring performance, facilitating training, and fostering innovative problem solving.
• Ensure excellent client servicing including handling branch walk-ins, prompt query resolution, CRM management, and portal registrations.

Qualifications and Skills

• Postgraduate degree with 7-10 years of experience in banking or lending sector, specifically housing finance operations.
• Strong goal orientation and ability to work effectively with teams.
• Demonstrated interpersonal and influencing skills to manage customer relations adeptly.

Additional Information

The role demands meticulous attention to detail and adherence to regulatory guidelines to achieve operational excellence. Managers must be proactive in resolving issues and continuously improving processes for enhanced efficiency and customer satisfaction. Handling multiple branches is a possibility at larger locations, increasing span of control and responsibility.