Team Member– Branch Governance

Setting Up New Branches &Running Continuity Planning for existing Branches

1. Work out a plan with costing and budgets to set up branches in strategic locations for their respective zones
2. Ensure that the best infrastructure and technology is made available for the team to run day to day operations
3. Ensure driving BCP drills and sharing BCP reports every quarterly to Operations Head for testing BCP set up capabilities

Credit Operations Management

1. Oversee all aspects of the operations transaction life cycle transactions from post sanction, pre & post disbursement requirements, documentation and servicing activities, disbursals and post disbursal actions and ensure timely and accurate transaction processing
2. Act as the point of support on critical customer complaints and authorise high value transactions / complex/ structured transactions.
3. frameworks to minimize complaints and drive retention
4. Enable data support on litigation cases and ensure the team provides all the required information in a timely and seamless manner
5. Monitor exceptional approvals for PDD/OTC queries, deviations and resolution management.

Pre Disbursement Activities

1. Monitor and oversee daily execution of documentation in full compliance with the internal standards and external regulatory requirements
2. Ensure timely preparation and issuance of required letters like sanction letters, amendment letters, ROI based on credit decisions/ sanction note
3. Ensure standard legal and security documents are given to the Business team, depending on type of product and security within stipulated timelines
4. Ensure customer submitted documents are checked within the given timelines. In case of discrepancies, share details with Relationship Manager to complete/ rectify the documentation
5. Support in smooth resolution of complex documentation issues
6. Oversee PDD and OTC tracking done by the team prior to issuance of disbursements. 

Post Disbursement

1. Ensure follow ups of outstanding PDDs/OTC and look into escalation cases, where required
2. Ensure completion of all activities related to security perfection of assets - CERSAI
3. Oversee renewal tracking done by the team and ensure that renewal letters are prepared and issued within stipulated timelines 
4. Supervise the loan booking activities and ensure they are completed within the stipulated TAT
5. Monitoring that only completed files are getting processed by operations team at the branches
6. Supervise cash collections and technical bounce data for the zone
7. Track and monitor end-to-end service level escalations and complaints for HNI customers and authorise high value transactions / complex/ structured transactions.
8. Support in build robust customer management process to ensure customer retention and zero customer complaints
9. Instrumental in providing data and evidence for all legal litigation cases of defaulters on a case to case basis
10. Supervise post disbursement documentation by conducting follow ups with stakeholders, reporting discrepancies to the Management and updating the system on a periodic basis
11. Monitoring renewal of insurance on collateral to safeguard the portfolio

Fund Management & Banking 

1. Ensure error free transactions within defined time-frame
2. Manage funds for disbursement by keeping a check on balances through the number of transactions completed by each branch
3. Determine the amount of fund required to complete all transactions within the stipulated TAT
4. Monitor branch accounts in relation to part repayment and foreclosures
5. Ensure local banking activities and reconciliation is completed on time
6. Ensure the RTGS NEFT information shared by customer is accurate  

Process Controls & Checks 

1. Ensure all policies and processes related to loan processing and disbursement are up to date and followed by the team
2. Conduct internal branch audits at regular intervals to ensure there are no critical observations
3. Maintain performance metrics, defect ratio and ensure SLAs are met within the agreed timelines
4. Monitor of ROC, CERSAI and SRO charge registration is completed within given timelines

Stakeholder/ Vendor 

Management

1. Monitoring that the team is having regular interactions with the Relationship Manager to complete correct documentation at the customer’s end
2. Attend meetings with Sales and Risk team to discuss outstanding PDDs/OTCs, issues and escalations
3. Liaise with statutory, regulatory and external third parties for conducting audits for branches in their zones
4. Liaise with external vendors for storage of property related documentation, prepare and sign an agreement with the vendor and conduct regular audits at vendor site
5. Liaise with banks for activities related to Regional Processing Centre and Cash Management Services
6. Work closely with agencies that are involved in cash and cheque pickups for repayment
7. Engage with Business Leadership, Risk & Compliance, Legal & IT as well as Collections teams to discuss process improvements and operational risk as the case may be and identify solutions 
8. Front end interfaces with statutory, regulatory and external third parties during key audit/ compliance/ transaction milestones
9. Oversee vendor empanelment processes and contracting and define vendor evaluation metrics to drive quality
10. Work closely with key individuals within banking on streamlining processes related to Processing and Cash Management Services

Compliance Management & Reporting 

1. Drive adherence on all policies and processes related to loan processing and disbursement within the Retail Assets operations team
2. Oversee the creation of an audit calendar and ensure timely process audits are carried out and remedial actions are taken to closure within the branch network
3. Track performance metrics, defect ratio and SLAs and identify trends/ patterns that need to be addressed in order to drive greater efficiencies
4. Responsible for 70% of the compliance points of Operations functions which is signed off for the board quarterly.