Branch Operations & Service Manager

Job Purpose

This role is responsible for managing the daily operations and administration of a branch, specifically focusing on the disbursement of home loans. The primary goal is to ensure timely loan closures by adhering to regulatory requirements and maintaining optimal customer relationships by proactively addressing escalations and delinquencies. The position also aims to achieve high customer satisfaction through efficient service delivery and prompt query resolution. Key performance indicators include managing branch metrics, minimizing escalations and delinquencies, and regularly reporting data to the zonal head. This role requires close collaboration with Credit and Collections teams to streamline disbursement and post-disbursement processes. Additionally, it involves evaluating, reporting on, and recommending improvements for branch-level processes, as well as managing internal and external audits and implementing suggested actions.

Job Context & Major Challenges

Aditya Birla Housing Finance Limited (ABHFL), a part of Aditya Birla Capital Limited, operates as a registered housing finance company. Established on July 9, 2014, ABHFL offers a comprehensive suite of housing finance solutions and has ambitious growth targets, aiming to expand significantly in the next five years. Despite industry competition, ABHFL has maintained good asset quality and is positioned for rapid expansion. The operations department is crucial for managing home loan processing and disbursement, ensuring swift and accurate customer service in coordination with Sales and Risk departments, and maintaining strict compliance. Branch operations involve customer service, documentation, and system enrichment, including transaction processing, timely collections, and facilitating closures. The Branch Operations Manager also handles bounce check data management and submission. Key challenges include ensuring transaction accuracy, timely and error-free loan disbursement, accurate dispatch of disbursal kits, timely banking activities, meticulous handling of loan and property documents, managing manual intervention in processes, and handling a wider span of control in larger locations.

Enabling Skill Sets & Qualifications

The ideal candidate will possess strong goal orientation, effective teamwork, and excellent interpersonal and influencing skills for customer management. A postgraduate degree and a minimum of 7-10 years of experience in the banking and lending sector are required.

Key Result Areas

KRA1: Oversee & Drive Branch Operations

• Ensure all loans are processed and disbursed within the stipulated Turnaround Time (TAT).
• Verify that completed files, including customer collaterals and KYC, are received from the Credit team within defined Service Level Agreements (SLAs).
• Scrutinize all files for discrepancies and ensure necessary actions are taken for completion.
• Optimize resource utilization and monitor end-to-end transaction queues.
• Manage fund management and post-closure documentation for No Objection Certificate (NOC) processing.
• Oversee the timely dispatch of loan disbursal kits.
• Manage internal and external branch audits, implementing findings and recommendations.
• Regularly review processes, mitigate potential risks, and adopt best practices from other branches.
• Recommend process improvements based on team feedback, departmental input, and market trends.
• Manage post-disbursement documentation through stakeholder follow-ups, reporting discrepancies, and periodic system updates.

KRA2: Performance Parameters

• Drive process efficiency by meeting SLAs for all transactions.
• Minimize errors and critical escalations.
• Maintain First Time Right (FTR%) and overall Performance% within targets.
• Ensure process quality and resolve errors within minimum TAT.
• Adhere to regulatory norms and ensure data availability for audit queries.
• Follow through on post-disbursement processes within agreed TATs.
• Periodically review processes and user guidelines, recommending necessary changes.

KRA3: Customer Management

• Engage with customers based on case value and complexity.
• Support the collections team in managing late payment delinquencies.
• Implement strategies to enhance client satisfaction through effective client management.

KRA4: MIS and Reporting

• Monitor performance parameters regularly and implement corrective actions.
• Oversee the creation of periodic Management Information Systems (MIS) reports, providing insights to the Zonal Head for decision-making.
• Review process adherence, drive audit compliance, and take remedial measures to reduce audit queries.

KRA5: Team Management

• Align the team with branch objectives by communicating performance parameters.
• Enhance team capabilities through continuous performance reviews and training opportunities.
• Foster innovation within the team to develop and implement solutions for transaction-related problems.

KRA6: Client Servicing

• Handle branch walk-ins for all service requests.
• Ensure timely resolution of customer queries.
• Manage CRM creation and assignment/resolution.
• Facilitate One ABC portal registration.