Branch Operations & Services Manager

Aditya Birla Capital; Madhya Pradesh; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Aditya Birla Housing Finance Limited in India seeks a Branch Operations Manager to oversee day-to-day branch operations, ensuring timely disbursement of home loans, accurate documentation, and regulatory compliance. You will coordinate with Sales, Risk, Credit and Collections, drive SLAs, minimize delinquencies, and present data to the Zonal Head.

Strong people leadership and post-disbursement process oversight are required.

Qualifications

• Post graduate with 7–10 years of banking and lending experience.
• Experience in branch operations, credit and collections coordination.
• Strong people leadership and process improvement mindset.

Responsibilities

• Oversee and drive branch operations to ensure loans are processed and disbursed within defined TAT.
• Ensure timely file completion with customer collaterals and SLAs.
• Scrutinise files for discrepancies and drive corrective actions.
• Monitor end-to-end transaction queues and optimize resources.
• Manage post-disbursement documentation and NOC processing.
• Oversee audits and implement recommendations.
• Drive MIS reporting to Zonal Head with actionable insights.
• Lead team development and training to meet performance targets.
• Ensure customer service excellence and timely query resolution.

Skills

goal orientation

team collaboration

interpersonal influence

Education

Post graduate with 7-10 years in banking & lending

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 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

• 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 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 7-10 years of work experience in the banking and lending domain

Key Result Areas

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