Branch ops manager

Pre-Disbursement Activities

1. Prepare and issue required letters like sanction letters amendment letters ROI based on credit decisions/ sanction note within given timelines
2. Provide standard legal and security documents to the Relationship Manager depending on type of product and security within stipulated timelines
3. Verify and execute complex documentation in full compliance with the internal standards and external regulatory requirements
4. Scrutinize customer documents to check if in case of discrepancies share details with Relationship Manager to complete/ rectify the documentation.
5. Check facility legal & security documents executed by the customer and ensure pre-activation check points are completed
6. Track and update PDDs and OTC in the system/ excel for new/existing release of limits.
7. Ensure daily execution of documentation in full compliance with the internal standards and external regulatory requirements
8. Ensure customer submitted documents are checked within the given case of discrepancies share details with Relationship Manager to complete/ rectify the documentation.
9. Support in smooth resolution of complex documentation issues.

Post-Disbursement Activities

1. Ensure follow ups of outstanding PDDs/OTC and look into escalation cases where required
2. Ensure completion of all activities related to security perfection of assets CERSAI/ROC
3. Ensure renewal tracking done by the team and ensure that renewal letters are prepared and issued within stipulated timelines
4. Ensure that only completed files are getting processed by the operations team at the branch level
5. Handle service level escalations and complaints for HNI customers and authorise high value transactions / complex/ structured transactions
6. Ensure data and evidence for all legal litigation cases of defaulters on a case to case basis
7. Manage post disbursement documentation by conducting follow ups with stakeholders reporting discrepancies to the Management and updating the system on a periodic basis

Operations Management & Customer Service at branch locations

1. Manage all aspects of the operations transactions customer journeys from post sanction pre & post disbursement requirements documentation servicing activities disbursals post disbursal actions
2. To ensure timely and accurate transaction processing
3. To ensure superior customer experience/ engagement is achieved through continuous improvements in productivity and service quality metrics at branches
4. Work closely with business & functional teams to assess best practices and benchmark existing processes to improve customer service experience. Ensure strict adherence to defined SLAs/TATs on service processes

Process Controls & Checks

1. Ensure all policies and processes related to loan processing and disbursement are up to date and followed
2. Conduct internal branch audits at regular intervals to ensure there are no critical observations
3. Maintain performance metrics defect ratio and ensure SLAs are met within the agreed timelines
4. To ensure ROC CERSAI charge registration is completed within given timelines
5. To ensure CERSAI charge satisfaction is completed within given timelines upon loan closure
6. To ensure vital documents are retrieved and handed over to customer within 30 days of receipt of final payment retrieval & NDC process to be complied with.

Stakeholder/ Vendor

Management

1. To ensure requests of all case logins from branches are being timely attended by vendors. Escalation point for issues in logins
2. To ensure regular interactions with the Relationship Manager to complete correct documentation at the customers end
3. Attend meetings with Sales and Risk team to discuss outstanding PDDs/OTCs issues and escalations
4. Liaise with statutory regulatory and external third parties for conducting audits for branches in their zones
5. Liaise with external vendors for storage of property related documentation and conduct regular audits at vendor site (Hub Locations).
6. Work closely with key individuals within cross functional teams wherever processes are interlinked with our function.
7. Facilitate statutory regulatory and external third parties during key audit/ compliance/ transaction milestones
8. Work with Business teams Risk & Compliance Legal & IT as well as Collections teams to agree process improvements and identify solutions

Compliance Management & Reporting

1. To ensure adherence on all policies and processes related to loan processing and disbursement within the Retail Assets operations team
2. To ensure timely submission of data files for audit to concurrent internal & statutory auditors
3. To comply with SOPs and checklists at all times and to align with the latest policies.
4. Being aware of regulatory guidelines & ensuring implementation within the organisation & compliance.

Security Management (for secured loans)

1. Onboarding of security for collateral backed loans & ensure perfection of security as per terms of sanction.
2. Manage the state-level requirements in security perfection as per the local authorities to ensure enforceability of security in case of litigation.
3. To ensure collection of Property Insurance for each case with property as security
4. Handle the record management of title deeds & collateral documents which are collected in original from customers. Ensure safe custody & adequate monitoring of storage vendors to ensure safety of documents at all times
5. Ensure timely release of security docs in line with the RBI circular timely customer communication & subsequent handover with adequate acknowledgement from customers

Inter-function Synergies

1. Extend all support to businesses to meet their goals & provide a cost efficient well governed customer centric operational support
2. Collaborate with underwriting & credit teams to formulate seamless processes which enable ease of doing business in a controlled environment.
3. Collaborate with Legal teams to keep a check on the changing requirements in legal implementation. Ensure tight monitoring.
4. Ensure to comply with RBI audits with best turnaround of requirements with accuracy & comprehensiveness. Support all query resolutions explanations sought by the regulator from time to time.
5. Facilitate collections & litigation teams with requisite documents/ information to enforce charge on collateral file SARFAESI etc.
6. Front end interfaces with statutory regulatory and external third parties during key audit/ compliance/ transaction milestones

People Management

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