Branch Operations & Service Manager

Job description

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