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Job Title Branch Operations Manager (ABHFL & ABFL Mortgages) Function Operations Department Operations Reporting To (Title) Zonal Operations Head (ABHFL or ABFL Mortgages) Superior’s 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:
- Job Purpose
The 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
- Dimensions
What are the areas (in quantitative terms) the job has an impact on?
Function Dept. Section Remarks
(As applicable)
Manpower (Nos.)
A
Management
B
Staff
C
Worker
D
Contract
Total
Other Relevant Parameters
(Capacity/ Volumes/ Budget)
A
Operations TATs
B
Timely Reporting & MIS
C
Customer Satisfaction Scores?
D
# Delinquencies per branch
E
# Audit NCs/ Observations
Zero
Zero
Zero
F
- Job Context & Major Challenges (What are the specific aspects of the job that provide a challenge to the jobholder in the context of the Unit/Zone?
Organizational Context
Key Aspects:
- Part of the Aditya Birla Financial Service Group (ABFSG), Aditya Birla Housing Finance Limited (ABHFL) is registered with the National Housing Bank as a housing finance company under the National Housing Bank Act, 1987. The company offers a complete range of housing finance solutions such as home loans, home improvement and home construction loans, balance transfer and top-up loans, loans against property and construction finance. The company acquired its license on 9 th July 2014 and has aggressive growth plans.
- ABHFL operates in the Rs. 9.7 trillion Indian Housing Finance market, which has grown at a steady rate of 19% CAGR over the last 3 years while reporting good asset quality despite challenges in the operating environment. While the industry is dominated by five large groups, there has been an emergence of newer entrants in niche segments like affordable housing and self-employed borrowers, given the high potential in these segments. Despite increased focus by banks, HFCs have been able to maintain their share in the mortgage market and has remained stable at 37% as on September 2014.
- As the lending arm of Aditya Birla Financial Services Group (ABFSG), Aditya Birla Finance Limited (ABFL) offers specialized lending and financing solutions in the areas of Capital Markets, Corporate/ Trade Finance, Commercial Real Estate and Mortgages. Currently ranked within the top 25 NBFCs of India, ABFL has made significant progress and the Company’s balance sheet at INR 15,000 Cr plus exceeds that of several mid-sized Banks and NBFCs.
- The Operations activity starts once a loan has been sanctioned by the Credit Risk function. They are responsible for document scrutiny and end – to – end loan disbursement/ transaction management activity as well some post disbursement processes. The loan disbursement process initiation and customer service activities are handled at a zonal level while a centralised team handles all loan repayment schedules. The zonal level structure will have front end and back end operations.
Job Context
Key Aspects:
- The operations department is mainly responsible for managing the operations i.e. processing of secured and unsecured loans disbursement, repayments and ensuring adherence to regulatory framework. They provide quick and error free customer service and work in close coordination with the Sales and Risk departments. They implement processes and ensure strict compliance by liaising with the Risk team
- The main activities undertaken at the branch level includes customer service, documentation and system enrichment. The operations team processes transactions, ensures timely collections, and facilitates closures – post closures processes
- The branch operations manager has additional responsibilities to manage bounce cheque data and delinquency data submission.
Key Challenges
- To check transactions details are accurate and give authorisation accordingly
- To ensure timely disbursement of loan to customer with zero errors in transaction
- To ensure timely and accurate dispatch of loan disbursal kits
- To ensure banking activities are completed in a timely manner to avoid any escalations
- To ensure proper handling of loan and customer property documents with updated trackers for reference
- To be mindful that all operations processes involve 60% manual intervention
- At bigger locations – more branches under the purview of the Branch Operations Manager – span of control is increased considerably
- Accountable for overall setup of branch day to day activities and ensure proper checks and controls are in place to ensure error free transaction processing.
Enabling Skill Sets & Qualifications
The skills required for this role are goal orientation, working effectively with the teams, interpersonal and influencing skills to manage customers effectively
Education and experience required for this role is post graduate with minimum 7-10 years of work experience in the banking and lending domain
- Principal Accountabilities
Accountability
Supporting Actions
Oversee & Drive Branch
Operations
- Drive branch operations in a manner that all the loans are processed and disbursed to customers within the stipulated TAT
- Ensure that all the branches receive completed files from the Credit team with customer collaterals (loan documents, agreements, KYC, credit verification, etc) within defined SLAs
- Ensure that the team has scrutinised all files for discrepancies and the necessary action is taken to complete the files
- Ensure optimization of resources and monitor over all end – to – end transaction queues
- Responsible for fund management and closure – post closure documentation for NOC processing
- Monitor timely dispatch of loan disbursal kits
- Manage both – internal & external audit of the branch, and take action on the finding and recommendations suggested
- Ensure regular review of processes is undertaken and potential risks are mitigated from time to time
- Liaise with other branches to learn their best practices and adopt them
- Recommend process level changes based on feedback received from the team, other supporting departments, external market trends
- Manage post disbursement documentation by conducting follow ups with stakeholders, reporting discrepancies to the Management and updating the system on a periodic basis
Performance
Parameters
- Drive process efficiency by meeting SLAs during transactions
- Ensure reduction in errors and minimum critical escalations
- Keep FTR% and Performance% in check
- Maintain the process quality and resolve errors in minimum TAT
- Keep a check on regulatory norms and ensure data is easily and accurately available to respond to audit queries
- Ensure Follow through on post disbursement processes within agreed TATs
- Review processes and user guidelines on a periodical basis and make/ recommend the necessary changes
Customer Management
- Engage with customers depending on the value or complexity of the case.
- Guide & support the collections team in case of any delinquencies in late payment
- Seek out and implement ways to increase client satisfaction through efficient client management
MIS and
Reporting
- Monitor performance parameters on a regular basis and take remedial measures
- Oversee the creation of periodic MIS and provide the same to the Zonal Head, together with specific insights to enable them to take critical management decisions
- Review process adherence, drive audit compliance and take remedial measures to reduce audit queries.
Team Management
- Align the team with the overall branch objectives by creating awareness about the performance parameters
- Build capability in the team by reviewing performance on a continuous basis and provide training opportunities on desired aspects
- Encourage the team to develop innovative solutions to existing problems in transactions and support in their implementation.
- Job Purpose of Direct Reports
Customer Account Manager (ABHFL or ABFL Mortgages)
To facilitate the loan disbursement process with the customer post credit approval process, to act as a checker for all documentation submitted by the Credit team and ensure proper maintenance and storage of files, to ensure efficient service to all customers within agreed TAT, to complete all local banking activities in a timely manner, to handle closure – post closure documentation for NOC
- Relationships (If Applicable)
Internal Frequency Nature
Collections Team
Credit Team
Sales
Auditors
Ongoing
Ongoing
Monthly
Monthly
Late payments and any other
delinquencies related to
repayment
Loan processing and
disbursement process, internal
& external audits
Smooth transactions and
functioning, documentation
quality
Interaction with regards to
statutory audits
External Frequency Nature
Customers
Local Banks
Auditors
Ongoing
Ongoing
Yearly
Interaction with regards to loan
processing, disbursement and
repayment
Interaction with regards to loan
disbursement and in case of any
escalations
Interaction with regards to
regulatory audits
SIGN-OFF
Signature
Name
Job Holder
Job Holder’s Superior
Date
Job Analyst
Signature
Name