Experience
5 - 10 yrs
Job Location
Indore, India
Vacancy
1
Designation
Branch Operations and Service Manager
Job Type
Not specified
Job Description
Job Purpose
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 and 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 and external audit of the branch, and take action on the finding and recommendations suggested.
Job Context / Job Challenges: Organizational 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 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: To check transaction 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
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 walkins for all service requests
- On time query resolution
- CRM Creation and Assignment/resolution
- One ABC portal registration