Branch Operations & Service Manager

Aditya Birla Capital; Maharashtra; On-site; INR 700,000 - 900,000; Full time

Job summary

Aditya Birla Capital invites applications for an experienced Branch Operations leader. The role focuses on overseeing end-to-end loan processing, disbursement, and post-disbursement activities across branches to meet defined TATs.

You will ensure files from Credit with necessary KYC and collateral are complete within SLAs, drive process efficiency, manage MIS reporting, and guide the branch team to consistently deliver quality service and audit readiness.

Qualifications

Responsibilities

• Drive branch operations to ensure loans are processed and disbursed within the stipulated TAT.
• Ensure branches receive complete files from Credit with customer collaterals (loan documents, agreements, KYC, credit verification) within defined SLAs.
• Scrutinise files for discrepancies and take necessary actions to complete them.
• Optimize resources and monitor end-to-end transaction queues.

Job description

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

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

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

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