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 .