Branch Operations & Service Manager

Aditya Birla Insulators; Ahmedabad District; On-site; INR 1,400,000 - 2,000,000; Full time

Job summary

Aditya Birla Housing Finance Limited (ABHFL) is seeking a Branch Operations Manager to oversee daily branch operations, ensure timely home loan disbursements, and maintain strict regulatory compliance. You will work with Credit, Collections and Risk teams to optimize processes, monitor KPIs, and deliver high customer satisfaction.

The role requires strong leadership, data-driven decision making and the ability to drive continuous improvements across the branch operations stack.

Qualifications

• Post graduate with minimum 7–10 years of work experience in the banking and lending domain.
• Experience in branch operations, loan disbursement processes and customer service.

Responsibilities

• Oversee and manage branch operations ensuring timely loan processing and disbursement.
• Coordinate with Credit and Collections and risk teams to maintain data accuracy and compliance.
• Lead internal and external audits and act on findings and recommendations.
• Drive SLA adherence, process improvements and post-disbursement activities.
• Mentor team, align with branch objectives and ensure high customer satisfaction.

Skills

Goal orientation

Team collaboration

Interpersonal skills

Education

Post graduate with 7–10 years experience in banking and lending

Job description

Job Summary

The purpose of this job is to oversee and handle daytoday 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

Organizational Context
Key Aspects:
Part of the Aditya Birla Capital Limited, Aditya Birla Housing Fice Limited (ABHFL) is registered with the National Housing Bank as a housing fice company under the National Housing Bank Act, 1987. The company offers a complete range of housing fice solutions such as home loans, home improvement and home construction loans, balance transfer and topup loans, loans against property and construction fice. The company acquired its license on 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 selfemployed 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.
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 and data 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 710 years of work experience in the banking and lending domain

Key Result Areas (KRA)

• 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

Qualifications

• Education and experience required for this role is post graduate with minimum 710 years of work experience in the banking and lending domain