Branch Operations Manager

Role purpose

This position is responsible for managing the daily functioning and administration of a home loan branch, with a strong focus on disbursement activities. The role ensures that closures happen on time in line with regulatory requirements, customer concerns are handled proactively, and any delinquency or escalation is addressed quickly. It also supports high customer satisfaction by ensuring prompt resolution of queries, maintaining strong branch-level performance, and sharing ongoing updates with the zonal leadership.

The role works in close partnership with the Credit and Collections teams to keep disbursement and post-disbursement workflows smooth. It also includes reviewing the effectiveness of branch processes, suggesting improvements, and handling both internal and external audits along with the follow-up actions required from audit findings.

Branch context and challenges

The operations function is responsible for home loan processing and disbursement, delivering fast and accurate service while coordinating closely with Sales and Risk teams. The team implements processes and ensures strict compliance in coordination with the Risk function.

At branch level, the work includes customer servicing, documentation, and system updates. The operations team also manages transactions, collections, closures, and post-closure activities. In addition, the Branch Operations Manager is expected to oversee bounce cheque data and related submissions.

Key challenges in this role include verifying transaction details accurately before authorisation, ensuring loan disbursement happens on time with no transactional errors, dispatching disbursal kits correctly and promptly, completing banking-related activities without delay, and maintaining proper tracking of loan and customer property documents. A large share of the work is manual, and in larger locations the role may cover multiple branches, significantly increasing the span of control.

What success looks like

The manager is expected to drive branch operations so loans are processed and disbursed within defined turnaround times, ensure all files are complete when received from Credit, minimize errors and critical escalations, keep performance metrics such as FTR% and overall performance within target, and maintain strong audit readiness and regulatory compliance. The role also includes improving processes based on feedback, market trends, and branch learning, along with managing post-disbursement documentation and stakeholder follow-ups.

Customer and team management

This role requires direct engagement with customers in cases that are complex or high value. It also involves supporting the collections team in situations involving delayed payments and continuously improving customer satisfaction through better service delivery.

In addition, the manager is expected to align the team with branch goals, build capability through regular performance review and training, and encourage practical innovation to solve transaction-related issues.

Reporting and service delivery

The role includes tracking performance regularly, preparing periodic MIS reports for the Zonal Head, and sharing insights that help leadership make important decisions. It also requires monitoring audit compliance, taking corrective action where needed, and managing branch walk-ins, service requests, CRM creation and assignment/resolution, and One ABC portal registration.

Experience and qualifications

Applicants should be postgraduates with 7 to 10 years of experience in banking and lending operations.

Additional notes

The branch operations function is expected to maintain zero escalations where possible, keep delinquencies to a minimum, and present performance data consistently. Process improvement, audit response, and efficient handling of documentation are core parts of the role.