Branch Operations & Service Manager

Aditya Birla Capital; Gujarat; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A leading finance company is seeking a Branch Operations Manager to oversee day-to-day operations and ensure efficient disbursement of home loans. This role entails managing branch performance metrics, ensuring zero escalations, and delivering high customer satisfaction through effective resolution of customer queries. The ideal candidate should possess a postgraduate degree and have 7–10 years of experience in the banking and lending domain. This position offers an opportunity to shape branch operations within a rapidly growing company.

Qualifications

• Minimum of 7–10 years of work experience in the banking and lending domain.

Responsibilities

• Oversee branch operations ensuring timely disbursement of home loans.
• Optimize resources and monitor end-to-end transaction queues.
• Engage with customers for support and query resolution.

Skills

Goal orientation

Effective teamwork

Interpersonal skills

Influencing skills

Education

Postgraduate degree

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 for managing branch performance metrics by ensuring zero escalations and a minimum of delinquencies and 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 evaluation, reporting and recommendation of improvements on the adequacy and effectiveness of processes at the branch level. It will manage both internal and external audit of the branch, and take action on the findings and recommendations suggested.

Job Context & Major Challenges

Part of the 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 ABHFL is poised for rapid growth and plans to grow five‑fold (40,000 Cr) in the next five 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 include ensuring transaction details are accurate, authorising accordingly, ensuring timely disbursement of loan to customer with zero errors, ensuring timely and accurate dispatch of loan disbursal kits, ensuring banking activities are completed in a timely manner to avoid escalations, handling loan and customer property documents with updated trackers, and managing a span of control that increases at larger locations.

Enabling Skill Sets & Qualifications

Skills required for this role include goal orientation, effective teamwork, 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

KRA1 Oversee & Drive Branch Operations

• Drive branch operations so that all loans are processed and disbursed within the stipulated TAT.
• Ensure all branches receive completed files from the Credit team with customer collaterals within defined SLAs.
• Ensure the team scrutinises all files for discrepancies and takes necessary action to complete them.
• Optimise 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 both internal and external audit of the branch and act on findings and recommendations.
• Regularly review processes and mitigate potential risks.
• Liaise with other branches to learn best practices and adopt them.
• Recommend process‑level changes based on feedback, supporting departments, and external market trends.
• Manage post‑disbursement documentation by conducting follow‑ups with stakeholders, 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.
• Ensure regulatory norms are met and data is available for audit queries.
• Ensure 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 out and implement ways to increase client satisfaction through efficient client management.

KRA4 MIS and Reporting

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

KRA5 Team Management

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

KRA6 Client Servicing

• Handle branch walk‑in for all service requests.
• Resolve queries on time.
• Manage CRM creation, assignment, and resolution.
• Register on One ABC portal.