ABHFL - Branch Operations Manager - Lucknow

Birla Carbon; Lucknow; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

ABHFL Lucknow is seeking a Branch Operations Manager to oversee day-to-day home loan processing, disbursement, documentation, and post-disbursement activities. You will coordinate with Credit, Risk and Collections, ensure zero escalations, timely closures, and strict regulatory compliance while delivering efficient customer service.

The role requires a post-graduate with 7–10 years in banking and lending, strong process orientation, and ability to lead a team through audits, data reviews, and

Qualifications

• Post-graduate with 7-10 years of experience in banking and lending.
• Ability to manage branch operations and audits.
• Strong customer service orientation and stakeholder management.

Responsibilities

• Oversee and drive branch operations to ensure timely loan processing and disbursement within SLAs.
• Manage audits and ensure regulatory compliance at the branch level.
• Improve customer service and resolve escalations promptly.
• Prepare MIS and report to zonal head with insights for decision making.
• Lead and train branch team to meet performance targets and develop capabilities.
• Manage client servicing and CRM resolutions for branch walk-ins and inquiries.

Skills

Goal orientation

Team leadership

Interpersonal skills

Customer management

Education

Post-graduate degree

Job description

ABHFL - Branch Operations Manager - Lucknow

Job Purpose

The purpose of this job is to oversee and handle day‑to‑day branch operations and administration in relation to disbursement of home loans. The role will ensure timely closures by following regulatory guidelines and optimal customer management by addressing escalations and delinquency in a proactive manner. It will also ensure high customer satisfaction by delivering efficient services through timely query resolution. The role is responsible to manage branch performance metrics by ensuring zero escalations and minimum delinquencies and present data to the zonal head on an ongoing basis. It will work closely with Credit and Collections teams to ensure smooth processes for disbursement and post‑disbursement activities. The role is involved in evaluation, reporting and recommendation of improvements on the adequacy and effectiveness of processes at the branch level. It will manage both internal and external audit of the branch, and take action on the findings and recommendations suggested.

Job Context and Challenges

The operations department is mainly responsible for managing the operations, i.e. processing of home loans and their disbursement. They provide quick and error‑free customer service and work in close coordination with the Sales and Risk departments. They implement processes and ensure strict compliance by liaising with the Risk team.

The main activities undertaken at the branch level include customer service, documentation and system enrichment. The operations team processes transactions, ensures timely collections, and facilitates closures - post closures processes.

The branch operations manager has additional responsibilities to manage bounce‑check data and data submission.

Key Challenges:

- To check that transaction details are accurate and give authorisation accordingly.

- To ensure timely disbursement of loan to customer with zero errors in transaction.

- To ensure timely and accurate dispatch of loan disbursal kits.

- To ensure banking activities are completed in a timely manner to avoid any escalations.

- To ensure proper handling of loan and customer property documents with updated trackers for reference.

- To be mindful that all operations processes involve 60% manual intervention.

- At larger locations - more branches under the purview of the Branch Operations Manager - span of control is increased considerably.

Enabling Skills & Qualifications:

- Goal orientation, ability to work effectively with teams, interpersonal and influencing skills to manage customers effectively.

- Education: post‑graduate with minimum 7-10 years of work experience in the banking and lending domain.

Key Result Areas

KRA (Accountabilities) (Max 1325 Characters)

KRA 1 – Oversee & Drive Branch Operations: Drive branch operations so that all loans are processed and disbursed within the stipulated TAT. Ensure all branches receive completed files from the Credit team with customer collaterals within defined SLAs. Scrutinise all files for discrepancies and take necessary action. Optimise resources and monitor overall end‑to‑end transaction queues. Manage fund management and closure-post‑closure documentation for NOC processing. Monitor timely dispatch of loan disbursal kits. Manage internal and external audit of the branch and act on findings. Ensure regular review of processes and mitigate potential risks. Liaise with other branches to learn best practices and adapt them. Recommend process‑level changes based on feedback and external trends. Manage post‑disbursement documentation by following up with stakeholders, reporting discrepancies, and updating the system.

KRA 2 – Performance Parameters: Drive process efficiency by meeting SLAs during transactions. Reduce errors and minimise critical escalations. Keep FTR% and performance% in check. Maintain process quality and resolve errors in minimum TAT. Keep regulatory norms in check and ensure data is available for audit queries. Follow through on post‑disbursement processes within agreed TATs. Review processes and user guidelines periodically and recommend necessary changes.

KRA 3 – Customer Management: Engage with customers depending on case value or complexity. Guide and support the collections team in case of delinquencies or late payment. Seek ways to increase client satisfaction through efficient client management.

KRA 4 – MIS and Reporting: Monitor performance parameters regularly and take remedial measures. Oversee creation of periodic MIS and provide insights to the zonal head to enable critical decisions. Review process adherence, drive audit compliance, and reduce audit queries.

KRA 5 – Team Management: Align the team with overall branch objectives by creating awareness of performance parameters. Build capability by reviewing performance continuously and providing training opportunities. Encourage the team to develop innovative solutions to existing problems and support implementation.

KRA 6 – Client Servicing: Handle branch walk‑ins for all service requests. Resolve queries on time. Create and assign CRM resolutions. Register on the ABC portal.