ABHFL - Branch Operations & Service Manager - Janakpuri

ABC - Aditya Birla Housing Finance Limited

Delhi

On-site

INR 1,200,000 - 2,000,000

Full time

6 days ago

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Job summary

ABC - Aditya Birla Housing Finance Limited is seeking an experienced Branch Operations Manager to oversee day-to-day branch operations related to home loan disbursements. You will drive process efficiency, manage customer service, and coordinate with Credit and Collections to ensure timely disbursements and post-disbursement activities.

The role requires a postgraduate degree in Banking/Finance and 7–10 years of banking experience, with a focus on regulatory compliance, audits, and data

Qualifications

Postgraduate with 7–10 years of experience in banking or lending.
Experience in managing branch operations and customer service.
Familiarity with regulatory guidelines and audit processes.

Responsibilities

Oversee day-to-day branch operations and disbursement processes.
Ensure timely closures with regulatory compliance and minimal delinquencies.
Coordinate with Credit and Collections for smooth post-disbursement activities.
Lead audits (internal & external) and address findings with action plans.
Prepare MIS and present branch performance data to Zonal Head.

Skills

Operations Management

Customer Service

Regulatory Compliance

Audit Liaison

Education

Postgraduate degree in Banking/Finance

Tools

CRM Software

MS Excel

Job description

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 Purpose

Job Context & Major 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