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
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
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
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.
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.
Client Servicing
- Handling branch walkin for all the service requests
- On time query resolution
- CRM Creation and Assignment/resolution
- One ABC portal registration
