Branch Operations Manager

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 servicesthrough timely query resolution. The role is responsible tomanage branch performance metricsby 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, reportingand recommendation of improvements on the adequacy and effectiveness of processes atthe branch level. It will manage both - internal & external audit of the branch, and takeaction on the finding and recommendations suggested

Job Context & Major Challenges

Job Context

Key Aspects:

o The 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

o The main activities undertaken at the branch level includescustomer service, documentation and system enrichment. The operations team processes transactions, ensures timely collections, and facilitates closures - post closures processes

o The branch operations manager has additional responsibilities to manage bounce cheque data and delinquency data submission.

Key Challenges

o To check transactions details are accurate and give authorisation accordingly

o To ensure timely disbursement of loan to customer with zero errors in transaction

o To ensure timely and accurate dispatch of loan disbursal kits

o To ensure banking activities are completed in a timely manner to avoid any escalations

o To ensure proper handling of loan and customer property documents with updated trackers for reference

o To be mindful that all operations processes involve 60% manual intervention

o At bigger locations - more branches under the purview of the Branch Operations Manager - span of control is increased considerably

o Accountable for overall setup of branch day to day activities and ensure proper checks and controls are in place to ensure error free transaction processing.

Enabling Skill Sets & Qualifications

The skills required for this role are goal orientation, working effectively with the teams, interpersonal and influencing skillsto 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