Branch Operations and Service Manager

Birla Carbon; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Birla Carbon in Bengaluru is seeking a Branch Operations and Service Manager to oversee daily operations and ensure optimal customer satisfaction. The role involves managing the disbursement of home loans while maintaining regulatory compliance and managing performance metrics. Candidates should hold a postgraduate degree and have 7-10 years of experience in the banking and lending industry. The position demands strong goal orientation and interpersonal skills, alongside efficient management of branch activities.

Qualifications

• Minimum 7-10 years of work experience in the banking and lending domain.
• Ability to manage customer relationships effectively.

Responsibilities

• Oversee and handle day-to-day branch operations and administration.
• Ensure timely loan disbursement with zero errors.
• Manage performance metrics including escalations and delinquencies.
• Liaise with Credit and Collections teams for smooth processes.
• Conduct audits and implement findings for process improvements.

Skills

Goal orientation

Interpersonal skills

Customer management

Influencing skills

Education

Postgraduate degree

Job description

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

Branch Operations and Service Manager

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 regularly. To work closely with Credit and Collections teams ensuring smooth processes for disbursement/post disbursement activities. Also, 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

Key Aspects

• The operations department is mainly responsible for managing the operations i.e. processing of secured and unsecured loans disbursement, repayments and ensuring adherence to regulatory framework. 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 includescustomer 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 cheque data and delinquency data submission.

Key Challenges

• To check 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 bigger locations – more branches under the purview of the Branch Operations Manager – span of control is increased considerably.
• Accountable for overall setup of branch day to day activities and ensure proper checks and controls are in place to ensure error free transaction processing.

Enabling Skill Sets & Qualifications

• Goal orientation, working effectively with the teams, interpersonal and influencing skills to manage customers effectively.
• Post graduate with minimum 7‑10 years of work experience in the banking and lending domain.