ABHFL - Branch Operations Manager - Lucknow

Aditya Birla Capital Ltd.; Uttar Pradesh; Vor Ort; INR 1.200.000 - 1.800.000; Vollzeit

Zusammenfassung

Aditya Birla Capital Ltd. in India seeks a Branch Operations Manager to oversee day-to-day branch operations and administration for home loan disbursements, ensuring timely closures by following regulatory guidelines and optimal customer management.

The role emphasizes zero escalations and minimum delinquencies, with data presented to the zonal head regularly. The role requires post graduate qualification with 7–10 years in banking and lending, and it involves coordinating with Sales, Risk,

Qualifikationen

• Post graduate with 7-10 years of work experience in banking and lending.
• Strong understanding of branch operations, risk, and audit processes.

Aufgaben

• Oversee and drive branch operations to process and disburse loans within defined SLAs.
• Ensure timely files from Credit with customer collaterals (loan documents, KYC, verification) within SLAs.
• Scrutinise files for discrepancies and initiate corrective actions.
• Manage fund management and post-closure documentation for NOC processing.
• Monitor branch audits and implement recommendations to mitigate risks.
• Drive MIS and reporting to the Zonal Head with actionable insights.

Kenntnisse

Goal orientation

Teamwork

Interpersonal skills

Influencing skills

Customer management

Ausbildung

Post graduate degree

Jobbeschreibung

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 & 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 & external audit of the branch, and take action on the finding and recommendations suggested.

Job Context & Major Challenges

Job Context/Job Challenges

Job Context

Key Aspects

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 includes 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 anddata submission

Key Challenges

• To check transactions 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 bigger locations -more branches under the purview of the Branch Operations Manager - span of control is increased considerably

Enabling Skill Sets & Qualifications

The skills required for this role are goal orientation, working effectively with the teams, interpersonal and influencing skills to manage customers effectively

Education and experience required for this role is post graduate with minimum 7-10 years of work experience in the banking and lending domain

Key Result Areas

KRA (Accountabilities) (Max 1325 Characters)

Supporting Actions (Max 1325 Characters)

KRA1 Oversee & Drive Branch

Operations Drive branch operations in a manner that all the loans are processed and disbursed to customers within the stipulated TAT

Ensure that all the branches receive completed files from the Credit team with customer collaterals (loan documents, agreements, KYC, credit verification, etc) within defined SLAs

Ensure that the team has scrutinised all files for discrepancies and the necessary action is taken to complete the files

Ensure optimization of resources and monitor over all end - to - end transaction queues

Responsible for fund management and closure - post closure documentation for NOC processing

Monitor timely dispatch of loan disbursal kits

Manage both - internal & external audit of the branch, and take action on the finding and recommendations suggested

Ensure regular review of processes is undertaken and potential risks are mitigated from time to time

Liaise with other branches to learn their best practices and adopt them

Recommend process level changes based on feedback received from the team, other supporting departments, external market trends

Manage post disbursement documentation by conducting follow ups with stakeholders, reporting discrepancies to the Management and updating the system on a periodic basis

KRA2 Performance Parameters

Drive process efficiency by meeting SLAs during transactions

Ensure reduction in errors and minimum critical escalations

Keep FTR% and Performance% in check

Maintain the process quality and resolve errors in minimum TAT

Keep a check on regulatory norms and ensure data is easily and accurately available to respond to audit queries

Ensure Follow through on post disbursement processes within agreed TATs

Review processes and user guidelines on a periodical basis and make/ recommend the necessary changes

KRA3 Customer Management

Engage with customers depending on the value or complexity of the case.

Guide & support the collections team in case of any delinquencies in late payment

Seek out and implement ways to increase client satisfaction through efficient client management

KRA4 MIS and Reporting

Monitor performance parameters on a regular basis and take remedial measures

Oversee the creation of periodic MIS and provide the same to the Zonal Head, together with specific insights to enable them to take critical management decisions

Review process adherence, drive audit compliance and take remedial measures to reduce audit queries.

KRA5 Team Management

Align the team with the overall branch objectives by creating awareness about the performance parameters

Build capability in the team by reviewing performance on a continuous basis and provide training opportunities on desired aspects

Encourage the team to develop innovative solutions to existing problems in transactions and support in their implementation.

KRA6 Client Servicing

Handling branch walkin for all the service requests

On time query resolution

CRM Creation and Assignment/resolution

One ABC portal registration