Branch Operations & Services Manager

Birla Carbon; Ratlam; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Aditya Birla Housing Finance Limited (ABHFL) is seeking a Branch Operations & Services Manager to oversee day-to-day branch operations and administration related to home loans. You will ensure timely closures, strict adherence to regulatory guidelines, and proactive management of escalations and delinquencies.

Collaborating with Credit, Collections, Sales and Risk teams, you will optimize processes, monitor KPIs, manage audits, and drive data-driven improvements at the branch level to deliver

Qualifications

• Goal-oriented with ability to drive branch operations.
• Strong interpersonal and influencing skills to manage customers.
• Experience in banking and lending domain preferred.

Responsibilities

• Oversee and drive branch operations and home-loan processing.
• Ensure timely disbursement with zero errors and adherence to SLAs.
• Coordinate with Credit, Collections, Sales and Risk for smooth processes.

Skills

Leadership

Teamwork

Customer focus

Regulatory compliance

Education

Postgraduate degree in Banking/Finance

Job description

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

Branch Operations & Services Manager

Designation : NA

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 & 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.
• 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 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

KRA (Accountabilities) (Max 1325 Characters)

Supporting Actions (Max 1325 Characters)

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

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