Branch Operations Manager - Hyderabad

Role Overview

This 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 Context

The 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 Purpose

The 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 Environment

The 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 Focus

The 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 Accountabilities

The role is expected to drive branch operations efficiently, maintain quality and compliance, and support customer and team outcomes across multiple workstreams.

Customer and Stakeholder Management

The 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 Improvement

This 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 Leadership

The 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 Summary

The 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 Information

The 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 Requirements

Postgraduate 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.

Responsibilities

• Run branch operations so that loans are processed and disbursed within agreed timelines.
• Confirm that files received from the Credit team are complete and supp