Branch Operations & Service Manager - Hyderabad

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:

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?

Function

Dept.

Section

Remarks

(As applicable)

1.

Manpower (Nos.)

A

Management 

B

C

Worker

D

Total

2.

Other Relevant Parameters

(Capacity/ Volumes/ Budget)

A

Operations TATs

B

Timely Reporting & MIS

C

Customer Satisfaction Scores?

D

# Delinquencies per branch

< X

< Y

<Z

E

# Audit NCs/ Observations

Zero

Zero

Zero

F

Organizational Context

Key Aspects:

1. 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.
2. 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.
3. 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.
4. 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:

1. 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 
2. 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
3. The branch operations manager has additional responsibilities to manage bounce cheque data and delinquency data submission.

Key Challenges

1. To check transactions details are accurate and give authorisation accordingly 
2. To ensure timely disbursement of loan to customer with zero errors in transaction
3. To ensure timely and accurate dispatch of loan disbursal kits
4. To ensure banking activities are completed in a timely manner to avoid any escalations
5. To ensure proper handling of loan and customer property documents with updated trackers for reference
6. To be mindful that all operations processes involve 60% manual intervention
7. At bigger locations – more branches under the purview of the Branch Operations Manager – span of control is increased considerably
8. 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 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

Oversee & Drive Branch

Operations

1. Drive branch operations in a manner that all the loans are processed and disbursed to customers within the stipulated TAT
2. 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
3. Ensure that the team has scrutinised all files for discrepancies and the necessary action is taken to complete the files
4. Ensure optimization of  resources and monitor over all end – to – end transaction queues 
5. Responsible for fund management and closure – post closure documentation for NOC processing
6. Monitor timely dispatch of loan disbursal kits
7. Manage both - internal & external audit of the branch, and take action on the finding and recommendations suggested 
8. Ensure regular review of processes is undertaken and potential risks are mitigated from time to time
9. Liaise with other branches to learn their best practices and adopt them
10. Recommend process level changes based on feedback received from the team, other supporting departments, external market trends
11. 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

1. Drive process efficiency by meeting SLAs during transactions 
2. Ensure reduction in errors and minimum critical escalations
3. Keep FTR% and Performance% in check
4. Maintain the process quality and resolve errors in minimum TAT 
5. Keep a check on regulatory norms and ensure data is easily and accurately available to respond to audit queries
6. Ensure Follow through on post disbursement processes within agreed TATs
7. Review processes and user guidelines on a periodical basis and make/ recommend the necessary changes

Customer Management

1. Engage with customers depending on the value or complexity of the case.
2. Guide & support the collections team in case of any delinquencies in late payment
3. Seek out and implement ways to increase client satisfaction through efficient client management

MIS and

Reporting

1. Monitor performance parameters on a regular basis and take remedial measures 
2. 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
3. Review process adherence, drive audit compliance and take remedial measures to reduce audit queries.

Team Management 

1. Align the team with the overall branch objectives by creating awareness about the performance parameters 
2. Build capability in the team by reviewing performance on a continuous basis and provide training opportunities on desired aspects
3. Encourage the team to develop innovative solutions to existing problems in transactions and support in their implementation.

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

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

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

Signature

Name

Job Holder

Job Holder’s Superior

Date

Job Analyst

Signature

Name