Branch Operations & Service Manager - Hyderabad

Job Title

Branch Operations Manager (ABHFL & ABFL

Mortgages)

FunctionOperations

Department

Operations

Reporting To

(Title)

Zonal Operations Head (ABHFL or ABFL Mortgages)

Superiors 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:

1) Job PurposeThe 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

FunctionDept.SectionRemarks

(As applicable)

1.

Manpower (Nos.)

A

Management

B

Staff

C

Worker

D

Contract

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

E

# Audit NCs/ Observations

Zero

Zero

Zero

F

3) Job Context & Major Challenges(What are the specific aspects of the job that provide a c .