ABHFL - Branch Operations & Services Manager - Noida

ABC - Aditya Birla Housing Finance Limited; Uttar Pradesh; On-site; INR 500,000 - 750,000; Full time

Job summary

ABC - Aditya Birla Housing Finance Limited in Uttar Pradesh is seeking an experienced Branch Operations professional to oversee end-to-end loan processing and disbursal, ensure complete files, and meet defined SLAs across branches. You will optimize resources, coordinate with Credit, and drive process improvements.

The role includes post-disbursement documentation, NOC closure, audits, MIS reporting, and maintaining regulatory compliance to deliver efficient customer service and smooth branch

Responsibilities

• 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

Job description

Accountability

Supporting Actions

Oversee & Drive Branch Operations

• o Drive branch operations in a manner that all the loans are processed and disbursed to customers within the stipulated TAT
• o 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
• o Ensure that the team has scrutinised all files for discrepancies and the necessary action is taken to complete the files
• o Ensure optimization of resources and monitor over all end – to – end transaction queues
• o Responsible for fund management and closure – post closure documentation for NOC processing
• o Monitor timely dispatch of loan disbursal kits
• o Manage both - internal & external audit of the branch, and take action on the finding and recommendations suggested
• o Ensure regular review of processes is undertaken and potential risks are mitigated from time to time
• o Liaise with other branches to learn their best practices and adopt them
• o Recommend process level changes based on feedback received from the team, other supporting departments, external market trends
• o Manage post disbursement documentation by conducting follow ups with stakeholders, reporting discrepancies to the Management and updating the system on a periodic basis

Performance Parameters

• o Drive process efficiency by meeting SLAs during transactions
• o Ensure reduction in errors and minimum critical escalations
• o Keep FTR% and Performance% in check
• o Maintain the process quality and resolve errors in minimum TAT
• o Keep a check on regulatory norms and ensure data is easily and accurately available to respond to audit queries
• o Ensure Follow through on post disbursement processes within agreed TATs
• o Review processes and user guidelines on a periodical basis and make/ recommend the necessary changes

Customer Management

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

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.

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.

Client Servicing

• Handling branch walkin for all the service requests
• On time query resolution
• CRM Creation and Assignment/resolution
• One ABC portal registration