Branch Operations & Services Manager

Role Overview

This position is responsible for running branch-level operations and service delivery smoothly, with a strong focus on timely loan processing, compliance, customer support, reporting, and team coordination.

Core Responsibilities

• Lead branch operations so that loans are processed and disbursed to customers within the defined turnaround time.
• Make sure each branch receives fully completed files from the credit team, along with all required customer collateral and documentation such as loan papers, agreements, KYC, and credit verification records, within the agreed service levels.
• Review files thoroughly for gaps or inconsistencies and ensure corrective action is taken to close them.
• Use branch resources efficiently and keep track of the overall transaction flow from start to finish.
• Handle fund management and closure activities, including post-closure paperwork required for NOC processing.
• Track the timely dispatch of loan disbursement kits.
• Coordinate internal and external branch audits and act on observations, findings, and recommendations.
• Continuously review operational processes and reduce possible risks as they arise.
• Connect with other branches to understand and adopt effective practices.
• Suggest process improvements based on team feedback, input from support functions, and market developments.
• Manage post-disbursement paperwork by following up with stakeholders, reporting mismatches to management, and updating the system regularly.

Performance Expectations

• Improve process efficiency by meeting service-level commitments during transactions.
• Reduce errors and keep critical escalations to a minimum.
• Maintain FTR% and performance% within target levels.
• Protect process quality and resolve mistakes with the least possible delay.
• Stay aligned with regulatory requirements and keep records ready and accurate for audit responses.
• Ensure post-disbursement activities are completed within agreed timelines.
• Review user guidelines and operating processes periodically and recommend necessary updates.

Customer Handling

• Interact with customers when the case value or complexity requires it.
• Support the collections team in situations involving delayed payments or delinquency.
• Find and implement ways to improve customer satisfaction through better service handling.

MIS and Reporting

• Track key performance measures regularly and take corrective action when required.
• Prepare periodic MIS reports for the Zonal Head and add insights that help in management decision-making.
• Check process adherence, strengthen audit compliance, and act to reduce audit observations.

Team Management

• Align the team with branch goals by building awareness around performance metrics.
• Develop team capability through regular performance reviews and relevant training opportunities.
• Encourage the team to create practical solutions for operational challenges and help implement them.

Branch Service Handling

• Manage walk-in customers for all branch service requests.
• Ensure queries are resolved on time.
• Handle CRM creation, assignment, and closure of requests.
• Support One ABC portal registration activities.