Team Manager - Credit Operations

Role: Manager / Senior Manager – Secured Loan Disbursement Operations

Role Purpose

Lead end-to-end disbursement operations for Secured Business Loans/LAP, Machinery Loans, and Auto Loans, ensuring timely processing, regulatory compliance, strong operational controls, and high service standards. The role will manage the operations team, drive efficiency, mitigate operational risks, and partner with business and support functions to achieve disbursement objectives.

Key Responsibilities

1. Team & Operations Management

- Lead day-to-day disbursement operations and manage team performance.
- Allocate cases based on complexity, volumes, and TAT requirements.
- Monitor productivity, accuracy, quality, and service levels.
- Conduct regular reviews, coaching, and performance management.
- Ensure optimal resource utilization, backup coverage, and operational continuity.

2. Disbursement Governance & Controls

- Review and approve file readiness prior to loan disbursement.
- Ensure fulfilment of all sanction conditions and adherence to credit policies and delegation matrix.
- Oversee first and subsequent tranche disbursements.
- Ensure accurate loan booking across LOS, LMS, and core systems.
- Drive improvements in disbursement TAT and process efficiency.

3. Documentation, KYC & Compliance

- Ensure completeness and accuracy of borrower/co-borrower documentation.
- Oversee verification of PAN, Aadhaar, GST, Udyam, banking, income, and application documents.
- Ensure resolution of documentation gaps and discrepancies before disbursement.
- Ensure compliance with KYC, AML, CKYC, and internal compliance requirements.

4. Mortgage & Security Creation

- Oversee mortgage creation, registration, and related documentation.
- Ensure timely completion of MODT, Registered/Equitable Mortgage, CERSAI, lien, and other security formalities.
- Monitor custody and movement of original property documents.
- Coordinate with legal counsel, advocates, and documentation agencies.
- Ensure closure of all post-disbursement security creation pendencies.

5. Operational Risk & Quality Assurance

- Implement effective maker-checker and quality control mechanisms.
- Conduct periodic file and process quality reviews.
- Monitor exceptions, deviations, and operational errors.
- Drive closure of audit observations and policy exceptions.
- Identify process gaps and implement corrective and preventive actions.

6. Stakeholder Management

- Act as the key coordination point across Sales, Credit, Legal, Technical, Risk & Compliance, Finance/Treasury, Collections, and external vendors.
- Resolve escalations relating to documentation, disbursement delays, mortgage registration, insurance, and customer issues.
- Enable business teams to meet disbursement targets while maintaining strong control standards.

7. Insurance & Fee Management

- Oversee insurance issuance and premium validation as per sanction terms.
- Verify disbursement deductions, processing fees, charges, and adjustments.
- Coordinate with insurance vendors and ensure accurate premium calculations.

8. Audit & Regulatory Compliance

- Ensure adherence to RBI guidelines, regulatory requirements, and internal policies.
- Coordinate and support Internal, Concurrent, Statutory, and Regulatory Audits.
- Ensure timely closure of audit observations and maintenance of complete audit trails.
- Review compliance reports and proactively address control gaps.

9. MIS & Performance Analytics

- Prepare and review daily, weekly, and monthly operational MIS.
- Track disbursement volumes, pendencies, TAT, documentation gaps, mortgage status, audit findings, and team productivity.
- Provide operational dashboards and insights to senior management.
- Identify trends and recommend process improvement initiatives.

10. Process Improvement & Automation

- Identify opportunities for process simplification, automation, and digitization.
- Support enhancements across LOS, LMS, CRM, and workflow systems.
- Improve SOPs to reduce errors, processing time, and operational dependency.
- Drive operational transformation initiatives.

Key Performance Indicators

Business

- Disbursement TAT
- File Closure Rate
- Team Productivity
- Business Support Effectiveness

Control & Risk

- Documentation Accuracy
- Mortgage/Security Creation Compliance
- Audit Scores
- Regulatory Compliance
- Operational Error Rate

Service

- Stakeholder Satisfaction
- Escalation Resolution TAT
- Pendency Management
- Overall Turnaround Time

Qualifications

- Graduate in Commerce, Finance, Banking, Business Administration, or a related discipline.
- MBA/PGDM preferred.
- Fluent in English and Hindi.

Experience

- 5–8 years of experience in LAP, Mortgage Loans, Secured Lending, Housing Finance, NBFC, or Loan Operations.
- 2–3 years of team-handling experience preferred.
- Strong experience in disbursement operations, documentation, mortgage processing, compliance, and operational risk management.

Technical & Functional Competencies

- Strong knowledge of LAP/secured lending documentation and end-to-end disbursement lifecycle.
- Working knowledge of Mortgage Registration, MODT, CERSAI, lien, and property documentation.
- Understanding of RBI KYC/AML and regulatory requirements.
- Hands-on experience with LOS, LMS, CRM, and loan operations platforms.
- Strong MS Excel, MIS, reporting, and analytical skills.
- Exposure to insurance, legal, compliance, and audit processes.

Leadership Competencies

- Strong people leadership and team management skills.
- Excellent stakeholder management and communication.
- Strong attention to detail and control orientation.
- Ability to manage high volumes and tight TATs.
- Problem-solving and decision-making capability.
- Strong process improvement and execution mindset.