ABHFL - Branch Operations & Service Manager - Indore

Birla Carbon; Indore District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Aditya Birla Housing Finance Limited in Indore is seeking a Branch Operations & Service Manager to oversee day-to-day branch operations, disbursement administration, and customer service excellence. You will coordinate with Credit and Risk teams, ensure regulatory compliance, and drive performance with strict adherence to SLAs.

The role focuses on error-free processing, post-disbursement activities, and managing audits across the branch, aiming for zero escalations and strong asset quality.

Qualifications

• Postgraduate degree required with 7–10 years in banking and lending domain.
• Strong ability to manage branch operations and customer service.
• Experience in audits, risk controls and regulatory compliance.

Responsibilities

• Oversee branch operations to ensure loan processing and disbursement within defined SLAs.
• Drive performance through SLAs, accuracy, and low escalations; manage audit readiness.
• Engage customers and support collections for delinquencies and closures.
• Oversee MIS creation and reporting; provide insights to zonal head.
• Lead and train the team; foster innovative process improvements.

Skills

Goal orientation

Teamwork

Interpersonal skills

Influencing skills

Education

Postgraduate degree

Job description

At the Aditya Birla Group, our Corporate Vision is aligned and intricately woven with our People Vision.

ABHFL - Branch Operations & Service Manager - Indore

Job Description

Job Purpose

The purpose of this job is to oversee and handle day‑to‑day branch operations and administration in relation to the 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 for managing branch performance metrics by ensuring zero escalations and minimum delinquencies, and for presenting 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 evaluating, reporting and recommending improvements on the adequacy and effectiveness of processes at the branch level. It will manage both internal and external audits of the branch and take action on findings and recommendations.

Job Context & Challenges

Part of Aditya Birla Capital Limited, Aditya Birla Housing Finance Limited (ABHFL) is registered with the National Housing Bank as a housing finance company under the National Housing Bank Act, 1987. The company offers a complete range of housing finance solutions such as home loans, home improvement and home construction loans, balance transfer and top‑up loans, loans against property and construction finance. The company acquired its license on 9th July 2014 and has aggressive growth plans. ABHFL has grown at a steady rate while reporting good asset quality despite challenges in the operating environment. While the industry is dominated by five large groups, there has been an emergence of segments like Affordable and self‑employed borrowers, given the high potential in these segments. Despite increased focus by banks, HFCs have been able to maintain their share in the mortgage market and is poised for rapid growth and plans to grow 5X (40,000 Cr) in the next 5 years. This shall take ABHFL within the top 5 percentile of HFCs in the country.

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

• Ensure transaction details are accurate and give authorisation accordingly.
• Ensure timely disbursement of loan to customers with zero errors in transaction.
• Ensure timely and accurate dispatch of loan disbursal kits.
• Ensure banking activities are completed in a timely manner to avoid any escalations.
• Proper handling of loan and customer property documents with updated trackers for reference.
• Mind 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 Skill Sets & Qualifications

The skills required for this role are goal orientation, working effectively with teams, interpersonal and influencing skills to manage customers effectively. Education and experience required: postgraduate with a minimum of 7–10 years of work experience in the banking and lending domain.

Key Result Areas (Accountabilities)

Supporting Actions (Max 1325 Characters)

KRA1 Oversee & Drive Branch Operations

Drive branch operations so that all loans are processed and disbursed within the stipulated TAT. Ensure that all branches receive completed files from the Credit team with customer collaterals within defined SLAs. Ensure the team has scrutinised all files for discrepancies and taken necessary action to complete the files. Optimize resources and monitor 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 take action on findings and recommendations. Ensure regular review of processes and mitigate risks. Liaise with other branches to learn best practices. Recommend process‑level changes based on feedback, other departments, and external market trends. Manage post‑disbursement documentation by conducting follow‑ups, reporting discrepancies, and updating the system periodically.

KRA2 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. Observe regulatory norms and ensure data is readily available for audit queries. Follow through on post‑disbursement processes within agreed TATs. Review processes and user guidelines periodically and recommend necessary changes.

KRA3 Customer Management

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

KRA4 MIS and Reporting

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

KRA5 Team Management

Align the team with overall branch objectives by creating awareness of performance parameters. Build capability in the team by reviewing performance continuously and providing training opportunities. Encourage innovative solutions to existing problems and support implementation.

KRA6 Client Servicing

Handle branch walk‑in for all service requests. Resolve queries on time. Create and assign CRM. Register through ABC portal.

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