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
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
Organizational Context
Key Aspects:
Job Context
Key Aspects:
Key Challenges
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
Accountability
Supporting Actions
Oversee & Drive Branch
Operations
Performance
Parameters
Customer Management
MIS and
Reporting
Team Management
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
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
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