Operations Manager - Secured

• Loan Operations Processing
  • Coordinate loan files from login to disbursement with Credit and Central Operations teams.
  • Ensure loan files are complete with all mandatory documentation including KYC, financials, agreements, property documents and sanction conditions before submission for disbursement.
  • Support pre-disbursement and post-disbursement operational activities at the branch level.
  • Track case movement across stages and coordinate with stakeholders to ensure timely disbursement and processing.
• Repayment Loan Servicing
  • Update customer repayment receipts and collections in system on a regular basis.
  • Monitor cheque clearance, bounce cases and cheque re-presentation tracking.
  • Process loan part payments, foreclosure requests and closure formalities in system.
  • Coordinate issuance of NOC / Loan Closure letters and account statements to customers.
• Customer Service Relationship Handling
  • Act as the primary point of contact for walk-in customers at the branch.
  • Assist customers with loan applications, documentation requirements, repayment queries and servicing requests.
  • Resolve customer grievances or escalate unresolved issues to relevant teams.
  • Provide updates to customers regarding loan status, disbursement and servicing requests.
• Documentation Management, MODT Compliance
  • Ensure proper documentation hygiene for all loan files maintained at the branch.
  • Verify completeness of documents including loan agreements, KYC documents, property papers, sanction letters and declarations.
  • Coordinate execution and tracking of MODT (Memorandum of Deposit of Title Deeds) or other collateral-related documentation where applicable.
  • Ensure all loan documentation is executed as per regulatory and internal policy requirements.
  • Maintain updated records for audit, compliance reviews and regulatory inspections.
• Loan File Management Storage
  • Maintain structured and secure storage of loan files and customer documents at the branch.
  • Ensure proper file indexing, inwarding and tracking of documents sent to central storage or vendors.
  • Maintain records of document movement, retrieval requests and outward dispatch.
  • Ensure adherence to company policies regarding physical document custody, archival and retrieval processes.
  • Coordinate with document storage vendors and central operations for file storage and retrieval.
• Reconciliation Operational Controls
  • Perform debit and credit reconciliation for customer accounts and branch transactions.
  • Maintain branch MIS related to loan files, collections, disbursement and servicing activities.
  • Identify operational discrepancies and coordinate with relevant teams for resolution.
• Branch Administration
  • Maintain branch inward/outward registers and operational trackers.
  • Coordinate with vendors for courier, document storage, housekeeping and other administrative activities.
  • Support the Branch Manager in ensuring smooth day-to-day branch operations.

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