Team Lead - Branch Servicing

Aditya Birla Group

India

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Job Description

Enriching Lives Winning as ONE

ABC Company Info:

Aditya Birla Capital Limited (NBFC) is among the Top 5 diversified non-banking financial services company in India based on AUM. ABC - NBFC offers customized solutions in areas of personal finance, SME finance, SME finance, corporate finance, wealth management, debt capital markets and loan syndication. For the FY ended 31st March 2025, ABC - NBFC has a book size of Rs. 1,26,351 Crores and net PAT of Rs 2501 Crores with 6939 employees and 449 branches. During the last 3 years, the AUM & PAT of ABC - NBFC has grown at a CAGR of more than 31%, outpacing the growth rates of Top 7 Diversified NBFCs. As a result, ABC - NBFC has moved 3 ranks to become 5th largest diversified NBFC in the last 3 years.

The Customer Experience & Governance department is responsible for enhancing customer satisfaction, ensuring compliance, and driving operational excellence across Customer Service, Central Operations, and Branch Operations. It focuses on metrics management, governance frameworks, and Net Promoter Score (NPS) to align customer experience with strategic business goals

What makes an ideal ABC Citizen

At ABC, we are constantly on the lookout for individuals who resonate with our 5 core values of Speed, Passion, Integrity, Seamlessness and commitment and live them every day, while also understanding our vision. We believe in building leaders who thrive on challenges, take the onus of creating and sustaining strong teams, and forms strong networks as a result of effective relationship-building.

Role Details:

Business	Aditya Birla Capital
Department	Operations & Customer Service
Role	Team Lead - Customer Service Manager
Eligibility Criteria	Graduate or Post Graduate

Skills & Competencies:

Strong understanding of retail banking operations and regulatory guidelines.
Analytical and problem-solving skills with attention to detail.
Excellent communication skills.
Ability to work independently and manage multiple audits simultaneously.
Strong knowledge of loan operations, PDD governance, and regulatory compliance.
Ability to drive process controls, SLA adherence, and defect reduction.
Excellent data analysis, reporting, and presentation skills for SMT reviews.
Strong stakeholder managemen
Effective people leadership with focus on coaching, rotation, and performance management

Key Result Areas	Supporting Actions
Branch Ops & Servicing Governance	Ensure Quarterly review meet data is compiled and presented to SMT on time. Ensure all policies and processes related to loan processing and disbursement are up to date and followed by the team Ensure compliance of registration within stipulated timelines .Tracking that dipstick analysis are done by all units, same to be reviewed and presented to SMT .The department is responsible for overseeing operations i.e. processing of entire life cycle transactions 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 .Establish & implement BCP frameworks to proactively prevent business disruption on account of systemic failures
PDD Governance	This is ensured through governance of tracking process of post disbursal compliances which are part of the sanction which is duly acknowledged by the Customer These Compliances that remain pending to be fulfilled beyond a period of 90 days from due date are reported to SMT committee monthly. Monthly data cuts are shared with teams to work on, post which discussions are done with respective Business Heads who review the same and share updates and status with expected way ahead on the pending compliances The data updated (by branches) with latest status on the pending compliances is then showcased to the PDD Governance Committee chaired by CEO and other SMT members. The movement and traction monthly and quarterly updates are calculated, derived and presented to the committee to give a holistic view of the past v/s present position
Process Controls & Checks	Ensure all policies and processes related to loan processing and disbursement are up to date and followed by the team Monitor and check that the ROC, CERSAI and SRO charge registration is completed by team within given timelines Ensure Quarterly review meet data is compiled and presented to SMT on time. Ensure critical PDDs are highlighted to SMT every month
Compliance Management & Reporting	Drive adherence on all policies and processes related to loan processing and disbursement within the Retail Assets operations team Drive adherence on all policies and processes related to Customer Service and CPU Track performance metrics, defect ratio and SLAs and identify trends/ patterns that need to be addressed in order to drive greater efficiencies
People Management	Provide job rotation opportunities to all team members Give various assignments to team members that are linked to streamlining and standardizing processes

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Disclaimer

Aditya Birla Capital is committed to provide equal opportunity to all in employment and prohibits discrimination or harassment in any form on the basis of race, colour, religion, ethnicity, age, gender, disability or any other characteristic protected by law. Diversity, Equity and Inclusion (DEI) is embedded in our recruitment policies based on our business needs and candidates meeting the eligibility criteria such as qualification, skills and experience.

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