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Aditya Birla Capital Limited (“ABCL”) is a listed systemically important non-deposit taking Non-Banking Financial Company (NBFC) and the holding company of the financial services businesses. ABCL and its subsidiaries/JVs provides a comprehensive suite of financial solutions across Loans, Investments, Insurance, and Payments to serve the diverse needs of customers across their lifecycles. Powered by over 63,750 employees, the businesses of ABCL have a nationwide reach with over 1,712 branches and more than 200,000 agents/channel partners along with several bank partners.
Nationwide Branches
1,712
No. of Employees
63,750+
Agents/Channel Partners
2,00,000+
Aggregate Assets
INR 5.50 Lakh Cr
Active Customer Base
39 Million
Consolidated Lending Book
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Aditya Birla Capital Limited
Aditya Birla Capital Limited (“ABCL”) is a listed systemically important non-deposit taking Non-Banking Financial Company (NBFC) and the holding company of the financial services businesses. ABCL and its subsidiaries/JVs provides a comprehensive suite of financial solutions across Loans, Investments, Insurance, and Payments to serve the diverse needs of customers across their lifecycles. Powered by over 63,750 employees, the businesses of ABCL have a nationwide reach with over 1,712 branches and more than 200,000 agents/channel partners along with several bank partners.
Nationwide Branches
1,712
No. of Employees
63,750+
Agents/Channel Partners
2,00,000+
Aggregate Assets
INR 5.50 Lakh Cr
Active Customer Base
39 Million
Consolidated Lending Book
INR 1.78 Lakh CrCorporate Governance Policies
Financial and Debt-Related Policies
Business and Partnership Policies
Money management made easy
Understanding direct and indirect taxes
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Know all about loans and their management
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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: |
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| 1) 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 |
2) Dimensions What are the areas (in quantitative terms) the job has an impact on? | |||||
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| Function | Dept. | Section | Remarks |
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1. | Manpower (Nos.) |
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A | Management |
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B | Staff |
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C | Worker |
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D | Contract |
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| Total |
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2. | Other Relevant Parameters (Capacity/ Volumes/ Budget) |
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A | Operations TATs |
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B | Timely Reporting & MIS |
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C | Customer Satisfaction Scores? |
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D | # Delinquencies per branch | < X | < Y | <Z |
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E | # Audit NCs/ Observations | Zero | Zero | Zero |
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F |
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| 3) 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:
Job Context Key Aspects:
Key Challenges
Enabling Skill Sets & Qualifications The skills required for this role are goal orientation, working effectively with the teams, interpersonal and influencing skills to manage customers effectively Education and experience required for this role is post graduate with minimum 7-10 years of work experience in the banking and lending domain |
| 4) Principal Accountabilities | |
Accountability | Supporting Actions |
Oversee & Drive Branch Operations |
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Performance Parameters
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Customer Management |
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MIS and Reporting |
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Team Management |
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| 5) Job Purpose of Direct Reports |
Customer Account Manager (ABHFL or ABFL Mortgages) To facilitate the loan disbursement process with the customer post credit approval process, to act as a checker for all documentation submitted by the Credit team and ensure proper maintenance and storage of files, to ensure efficient service to all customers within agreed TAT, to complete all local banking activities in a timely manner, to handle closure – post closure documentation for NOC |
| 6) Relationships (If Applicable) | ||
| Internal | Frequency | Nature |
Collections Team
Credit Team
Sales
Auditors
| Ongoing
Ongoing
Monthly
Monthly | Late payments and any other delinquencies related to repayment
Loan processing and disbursement process, internal & external audits
Smooth transactions and functioning, documentation quality
Interaction with regards to statutory audits |
| External | Frequency | Nature |
Customers
Local Banks
Auditors | Ongoing
Ongoing
Yearly | Interaction with regards to loan processing, disbursement and repayment
Interaction with regards to loan disbursement and in case of any escalations
Interaction with regards to regulatory audits |
| SIGN-OFF | ||
Signature |
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Name | Job Holder | Job Holder’s Superior |
Date |
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Job Analyst |
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Signature |
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Name |
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3 - 5 years
Other Degree