Branch Operations & Service Manager

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