Branch Operations Manager - Hyderabad

Role OverviewThis position is responsible for running day-to-day branch operations and administration for home loan disbursements. The role focuses on meeting regulatory requirements, closing cases on time, handling customer escalations proactively, and maintaining strong customer service through fast resolution of queries. It also involves tracking branch performance, keeping escalations and delinquencies to a minimum, sharing regular updates with the zonal leader, and coordinating closely with the Credit and Collections teams to support smooth pre- and post-disbursement work. In addition, the role includes reviewing branch processes, suggesting improvements, and managing both internal and external audits along with follow-up actions on findings.Reporting Structure and Business ContextThe position sits within the Operations function under the Operations department. It reports to the Zonal Operations Head for ABHFL or ABFL Mortgages and has the Head of Operations for ABHFL and ABFL Mortgages as the superior’s superior. The role is aligned to Aditya Birla Housing Finance Limited and Aditya Birla Finance Limited, with branch coverage across the West, South, North, and East zones.ABHFL is part of the Aditya Birla Financial Service Group and is registered with the National Housing Bank as a housing finance company. Its offerings include home loans, home improvement loans, home construction loans, balance transfer and top-up loans, loans against property, and construction finance. ABFL, the lending arm of the group, provides financing solutions across capital markets, corporate and trade finance, commercial real estate, and mortgages. The operations work begins after credit approval and covers document review, disbursement, transaction handling, and post-disbursement activity. Branch-level work includes customer service, documentation, system updates, collections support, and closure-related processes.Job PurposeThe core purpose of this job is to supervise branch operations end to end so that home loan disbursements, post-disbursement activities, customer servicing, reporting, and compliance are handled accurately and within timelines. The role is expected to support timely closures, safeguard process quality, and ensure strong control on audits, delinquencies, and customer experience.Key Challenges and Operating EnvironmentThe branch operations manager must verify transaction accuracy before authorising actions, ensure disbursements happen on time and without errors, and confirm that disbursal kits are sent promptly. The role also requires timely completion of banking-related activities to prevent escalations, careful handling of loan and customer property documents, and maintenance of updated trackers for reference. A large part of the work involves manual intervention, roughly 60%, and the span of control can become significantly wider at larger locations with more branches under supervision. The position carries accountability for setting up and maintaining daily branch processes with proper checks and controls.Dimensions and Performance FocusThe role has an impact on branch operations TATs, timely reporting and MIS, customer satisfaction scores, delinquency levels per branch, and audit observations or non-conformities. The target expectation mentioned for audit-related observations is zero.Principal AccountabilitiesThe role is expected to drive branch operations efficiently, maintain quality and compliance, and support customer and team outcomes across multiple workstreams.Customer and Stakeholder ManagementThe manager engages with customers when cases are complex or high value, supports the collections team for late payment issues, and looks for ways to improve client satisfaction through better service delivery. The role also involves regular coordination with internal teams such as Collections, Credit, Sales, and Auditors, as well as external stakeholders such as customers, local banks, and auditors.Reporting, Audit, and Process ImprovementThis role requires regular monitoring of performance indicators, preparation and sharing of periodic MIS with the Zonal Head, and follow-up on audit compliance issues. The manager must review process adherence, reduce audit queries, identify risks early, and recommend improvements based on team feedback, other departments’ inputs, and market trends.Team LeadershipThe role includes aligning the team to branch goals, building capability through regular performance reviews, arranging training where needed, and encouraging practical ideas that improve transaction handling and operational execution.Direct Report Role SummaryThe direct report role mentioned is Customer Account Manager for ABHFL or ABFL Mortgages. This role supports the customer after credit approval, checks documentation submitted by the Credit team, maintains and stores files properly, delivers customer service within agreed timelines, handles local banking work promptly, and manages closure and post-closure documentation for NOC processing.Additional InformationThe role was documented in March 2016 and is associated with the financial services business. It is a full-time, onsite position based in Hyderabad/Andhra Pradesh, India. No stipend or salary details were provided in the source.Job RequirementsPostgraduate qualification is required.At least 7 to 10 years of experience in banking and lending is needed.Strong goal orientation is important for success in this role.The candidate should be able to work effectively with cross-functional teams.Good interpersonal skills are needed to manage internal and external relationships.Influencing ability is important for handling customers and coordinating with stakeholders.The role calls for comfort with process controls, compliance, reporting, and customer issue resolution.ResponsibilitiesRun branch operations so that loans are processed and disbursed within agreed timelines.Confirm that files received from the Credit team are complete and supported by the required documents, collaterals, KYC, agreements, and verification records.Check files for gaps or discrepancies and ensure corrective action is completed before moving ahead.Monitor transaction queues and use resources efficiently across the branch.Handle fund management and post-closure documentation required for NOC processing.Track and ensure timely dispatch of loan disbursal kits.Manage internal and external audits for the branch and act on findings and recommendations.Review processes regularly and reduce potential risks through timely action.Share best practices with other branches and adopt effective methods from them.Recommend process changes based on team feedback, support functions, and market signals.Oversee post-disbursement documentation by following up with stakeholders, reporting discrepancies, and updating systems regularly.Maintain SLA adherence, improve process efficiency, and reduce errors and critical escalations.Keep FTR% and performance metrics under control.Ensure process quality, resolve errors quickly, and meet regulatory expectations for audit readiness.Support collections in delinquency cases and help improve customer satisfaction.Prepare and review periodic MIS and share it with the Zonal Head along with actionable insights.Drive audit compliance and take corrective steps to reduce observations.Build team awareness around goals, review performance continuously, and arrange training support where needed.Encourage the team to develop and implement practical improvements in transaction processes.Work RelationshipsInternal coordination is ongoing with the Collections Team, Credit Team, and Auditors, while interaction with Sales happens monthly. External coordination is ongoing with Customers and Local Banks, and yearly with Auditors for regulatory audits and related matters.Terms and ConditionsThe source notes the role’s operating expectations, performance measures, reporting lines, and audit responsibilities, but does not specify salary, notice period, work days, working hours, joining date, or application deadline.