Branch Operations & Service Manager - Hyderabad

Job description

**Job Title** **Branch Operations Manager (ABHFL & ABFL** **Mortgages)** **Function** **Operations** **Department** **Operations** **Reporting To** **(Title)** **Zonal Operations Head (ABHFL or ABFL Mortgages)** **Superior’s Superior** **(Title)** **Head – Operations (ABHFL & ABFL Mortgages)** **Unit** **Aditya Birla Housing Finance Limited** **Aditya Birla Finance Limited** **Location** **Branches across three zones (West, South, North &** **East)** **Business** **Financial Services** **Date** **March 2016** ****Code:**** - 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 services through timely query resolution. The role is responsible to manage branch performance metrics by 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, reporting and recommendation of improvements on the adequacy and effectiveness of processes at the branch level. It will manage both - internal & external audit of the branch, and take action on the finding and recommendations suggested - Dimensions What are the areas (in quantitative terms) the job has an impact on? **Function** **Dept.** **Section** **Remarks** **(As applicable)** **Manpower (Nos.)** **A** **Management** **B** **Staff** **C** **Worker** **D** **Contract** **Total** ****Other Relevant Parameters**** **(Capacity/ Volumes/ Budget)** **A** **Operations TATs** **B** **Timely Reporting & MIS** **C** **Customer Satisfaction Scores?** **D** **# Delinquencies per branch** **E** **# Audit NCs/ Observations** **Zero** **Zero** **Zero** **F** - Job Context & Major Challenges (What are the specific aspects of the job that provide a challenge to the jobholder in the context of the Unit/Zone? **Organizational Context** **Key Aspects:** - Part of the Aditya Birla Financial Service Group (ABFSG), Aditya Birla Housing Finance Limited (ABHFL) is registered with the National Housing Bank as a housing finance company under the National Housing Bank Act, 1987. The company offers a complete range of housing finance solutions such as home loans, home improvement and home construction loans, balance transfer and top-up loans, loans against property and construction finance. The company acquired its license on 9 th July 2014 and has aggressive growth plans. - ABHFL operates in the Rs. 9.7 trillion Indian Housing Finance market, which has grown at a steady rate of 19% CAGR over the last 3 years while reporting good asset quality despite challenges in the operating environment. While the industry is dominated by five large groups, there has been an emergence of newer entrants in niche segments like affordable housing and self-employed borrowers, given the high potential in these segments. Despite increased focus by banks, HFCs have been able to maintain their share in the mortgage market and has remained stable at 37% as on September 2014. - As the lending arm of Aditya Birla Financial Services Group (ABFSG), Aditya Birla Finance Limited (ABFL) offers specialized lending and financing solutions in the areas of Capital Markets, Corporate/ Trade Finance, Commercial Real Estate and Mortgages. Currently ranked within the top 25 NBFCs of India, ABFL has made significant progress and the Company’s balance sheet at INR 15,000 Cr plus exceeds that of several mid-sized Banks and NBFCs. - The Operations activity starts once a loan has been sanctioned by the Credit Risk function. They are responsible for document scrutiny and end – to - end loan disbursement/ transaction management activity as well some post disbursement processes. The loan disbursement process initiation and customer service activities are handled at a zonal level while a centralised team handles all loan repayment schedules. The zonal level structure will have front end and back end operations. **Job Context** **Key Aspects:** - 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 - The main activities undertaken at the branch level includes customer service, documentation and system enrichment. The operations team processes transactions, ensures timely collections, and facilitates closures – post closures processes - The branch operations manager has additional responsibilities to manage bounce cheque data and delinquency data submission. **Key Challenges** - To check transactions details are accurate and give authorisation accordingly - To ensure timely disbursement of loan to customer with zero errors in transaction - To ensure timely and accurate dispatch of loan disbursal kits - To ensure banking activities are completed in a timely manner to avoid any escalations - To ensure proper handling of loan and customer property documents with updated trackers for reference - To be mindful that all operations processes involve 60% manual intervention - At bigger locations – more branches under the purview of the Branch Operations Manager – span of control is increased considerably - 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 Set