Branch Operations Manager
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
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 regularly. To work closely with
Credit and Collections teams ensuring smooth processes for disbursement/post
disbursement activities. Also 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
Organizational Context
Key Aspects:
oPart of the Aditya Birla Financial Service Group (ABFSG) 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.
oABHFL operates in the Rs. 9.7 trillion Indian Housing Finance market which has grown at a steady rate of 19% CAGR over the last 3 years 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 newer entrants in niche segments like affordable housing 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 has remained stable at 37% as on September 2014.
oAs the lending arm of Aditya Birla Financial Services Group (ABFSG) Aditya Birla Finance Limited (ABFL) offers specialized lending and financing solutions in the areas of Capital Markets Corporate/ Trade Finance Commercial Real Estate and Mortgages. Currently ranked within the top 25 NBFCs of India ABFL has made significant progress and the Companys balance sheet at INR 15000 Cr plus exceeds that of several mid-sized Banks and NBFCs.
oThe Operations activity starts once a loan has been sanctioned by the Credit Risk function. They are responsible for document scrutiny and end to - end loan disbursement/ transaction management activity as well some post disbursement processes. The loan disbursement process initiation and customer service activities are handled at a zonal level while a centralised team handles all loan repayment schedules. The zonal level structure will have front end and back end operations.
Job Context
Key Aspects:
oThe operations department is mainly responsible for managing the operations i.e. processing of secured and unsecured loans disbursement repayments and ensuring adherence to regulatory framework. 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
oThe 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
oThe branch operations manager has additional responsibilities to manage bounce cheque data and delinquency data submission.
Key Challenges
oTo check transactions details are accurate and give authorisation accordingly
oTo ensure timely disbursement of loan to customer with zero errors in transaction
Key Result Areas
| KRA (Accountabilities) (Max 1325 Characters) | Supporting Actions (Max 1325 Characters) | |
|---|---|---|
| KRA1 | Oversee & Drive Branch Operations | oDrive branch operations in a manner that all the loans are processed and disbursed to customers within the stipulated TAT oEnsure that all the branches receive completed files from the Credit team with customer collaterals (loan documents agreements KYC credit verification etc) within defined SLAs oEnsure that the team has scrutinised all files for discrepancies and the necessary action is taken to complete the files oEnsure optimization of resources and monitor over all end to end transaction queues |
| KRA2 | oResponsible for fund management and closure post closure documentation for NOC processing oMonitor timely dispatch of loan disbursal kits oManage both - internal & external audit of the branch and take action on the finding and recommendations suggested oEnsure regular review of processes is undertaken and potential risks are mitigated from time to time oLiaise with other branches to learn their best practices and adopt them oRecommend process level changes based on feedback received from the team other oLiaise with other branches to learn their best practices and adopt them oRecommend process level changes based on feedback received from the team other supporting departments external market trends oManage post disbursement documentation by conducting follow ups with stakeholders reporting discrepancies to the Management and updating the system on a periodic basis | |
| KRA3 | Performance Parameters | oDrive process efficiency by meeting SLAs during transactions oEnsure reduction in errors and minimum critical escalations oKeep FTR% and Performance% in check oMaintain the process quality and resolve errors in minimum TAT oKeep a check on regulatory norms and ensure data is easily and accurately available to respond to audit queries oEnsure Follow through on post disbursement processes within agreed TATs oReview processes and user guidelines on a periodical basis and make/ recommend the necessary changes |
| KRA4 | Customer Management | oEngage with customers depending on the value or complexity of the case. oGuide & support the collections team in case of any delinquencies in late payment oSeek out and implement ways to increase client satisfaction through efficient client management |
| KRA5 | MIS and Reporting | oMonitor performance parameters on a regular basis and take remedial measures oOversee 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 oReview process adherence drive audit compliance and take remedial measures to reduce audit queries. |
| KRA6 | Team Management | oAlign the team with the overall branch objectives by creating awareness about the performance parameters oBuild capability in the team by reviewing performance on a continuous basis and provide training opportunities on desired aspects oEncourage the team to develop innovative solutions to existing problems in transactions and support in their implementation. |
| KRA7 | Oversee & Drive Branch Operations | oDrive branch operations in a manner that all the loans are processed and disbursed to customers within the stipulated TAT oEnsure that all the branches receive completed files from the Credit team with customer collaterals (loan documents agreements KYC credit verification etc) within defined SLAs oEnsure that the team has scrutinised all files for discrepancies and the necessary action is taken to complete the files oEnsure optimization of resources and monitor over all end to end transaction queues oResponsible for fund management and closure post closure documentation for NOC processing oMonitor timely dispatch of loan disbursal kits oManage both - internal & external audit of the branch and take action on the finding and recommendations suggested oEnsure regular review of processes is undertaken and potential risks are mitigated from time to time oLiaise with other branches to learn their best practices and adopt them oRecommend process level changes based on feedback received from the team other supporting departments external market trends oManage post disbursement documentation by conducting follow ups with stakeholders reporting discrepancies to the Management and updating the system on a periodic basis |
| KRA8 |
Required Experience:
Manager
Key Skills
- Corrosion Inspection
- Evaluation
- Drafting
- Activex
- HR Operations
About Company
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