Branch ops manager

Key Result Areas Supporting Actions Pre-Disbursement Activities

• Prepare and issue required letters like sanction letters, amendment letters, ROI based on credit decisions/ sanction note within given timelines
• Provide standard legal and security documents to the Relationship Manager, depending on type of product and security within stipulated timelines
• Verify and execute complex documentation in full compliance with the internal standards and external regulatory requirements
• Scrutinize customer documents to check if in order. In case of discrepancies, share details with Relationship Manager to complete/ rectify the documentation.
• Check facility legal & security documents executed by the customer and ensure pre-activation check points are completed
• Track and update PDDs and OTC in the system/ excel for new/existing release of limits.
• Ensure daily execution of documentation in full compliance with the internal standards and external regulatory requirements
• Ensure customer submitted documents are checked within the given timelines. In case of discrepancies, share details with Relationship Manager to complete/ rectify the documentation.
• Support in smooth resolution of complex documentation issues.

Post-Disbursement Activities

• Ensure follow ups of outstanding PDDs/OTC and look into escalation cases, where required
• Ensure completion of all activities related to security perfection of assets – CERSAI/ROC
• Ensure renewal tracking done by the team and ensure that renewal letters are prepared and issued within stipulated timelines
• Ensure that only completed files are getting processed by the operations team at the branch level
• Handle service level escalations and complaints for HNI customers and authorise high value transactions / complex/ structured transactions
• Ensure data and evidence for all legal litigation cases of defaulters on a case to case basis
• Manage post disbursement documentation by conducting follow ups with stakeholders, reporting discrepancies to the Management and updating the system on a periodic basis

Operations Management & Customer Service at branch locations

• Manage all aspects of the operations transactions, customer journeys from post sanction, pre & post disbursement requirements, documentation, servicing activities, disbursals, post disbursal actions
• To ensure timely and accurate transaction processing
• To ensure superior customer experience/ engagement is achieved through continuous improvements in productivity and service quality metrics at branches
• Work closely with business & functional teams to assess best practices and benchmark existing processes to improve customer service experience. Ensure strict adherence to defined SLAs/TATs on service processes

Process Controls & Checks

• Ensure all policies and processes related to loan processing and disbursement are up to date and followed
• Conduct internal branch audits at regular intervals to ensure there are no critical observations
• Maintain performance metrics, defect ratio and ensure SLAs are met within the agreed timelines
• To ensure ROC, CERSAI charge registration is completed within given timelines
• To ensure CERSAI charge satisfaction is completed within given timelines upon loan closure
• To ensure vital documents are retrieved and handed over to customer within 30 days of receipt of final payment, retrieval & NDC process to be complied with.

Stakeholder/ Vendor

Management

• To ensure requests of all case logins from branches are being timely attended by vendors. Escalation point for issues in logins
• To ensure regular interactions with the Relationship Manager to complete correct documentation at the customer’s end
• Attend meetings with Sales and Risk team to discuss outstanding PDDs/OTCs, issues and escalations
• Liaise with statutory, regulatory and external third parties for conducting audits for branches in their zones
• Liaise with external vendors for storage of property related documentation, and conduct regular audits at vendor site (Hub Locations).
• Work closely with key individuals within cross functional teams wherever processes are interlinked with our function.
• Facilitate statutory, regulatory and external third parties during key audit/ compliance/ transaction milestones
• Work with Business teams, Risk & Compliance, Legal & IT as well as Collections teams to agree process improvements and identify solutions

Compliance Management & Reporting

• To ensure adherence on all policies and processes related to loan processing and disbursement within the Retail Assets operations team
• To ensure timely submission of data, files for audit to concurrent, internal & statutory auditors
• To comply with SOPs and checklists at all times and to align with the latest policies.
• Being aware of regulatory guidelines & ensuring implementation within the organisation & compliance.

Security Management (for secured loans)

• Onboarding of security for collateral backed loans & ensure perfection of security as per terms of sanction.
• Manage the state-level requirements in security perfection as per the local authorities to ensure enforceability of security in case of litigation.
• To ensure collection of Property Insurance for each case with property as security
• Handle the record management of title deeds & collateral documents which are collected in original from customers. Ensure safe custody & adequate monitoring of storage vendors to ensure safety of documents at all times
• Ensure timely release of security docs in line with the RBI circular, timely customer communication & subsequent handover with adequate acknowledgement from customers

Inter-function Synergies

• Extend all support to businesses to meet their goals & provide a cost efficient, well governed, customer centric operational support
• Collaborate with underwriting & credit teams to formulate seamless processes which enable ease of doing business in a controlled environment.
• Collaborate with Legal teams to keep a check on the changing requirements in legal implementation. Ensure tight monitoring.
• Ensure to comply with RBI audits with best turnaround of requirements with accuracy & comprehensiveness. Support all query resolutions, explanations, sought by the regulator from time to time.
• Facilitate collections & litigation teams with requisite documents/ information to enforce charge on collateral, file SARFAESI, etc.
• Front end interfaces with statutory, regulatory and external third parties during key audit/ compliance/ transaction milestones

People Management

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