Branch Operations Manager

Role Overview

The Branch Operations Manager will oversee various operational aspects related to loan processing and documentation at branch locations within Maharashtra. This role involves managing pre-disbursement and post-disbursement activities, ensuring compliance with regulatory and internal standards, handling customer service issues, and coordinating with multiple stakeholders to maintain smooth operations.

Key Responsibilities

• Prepare and issue sanction, amendment, and rate of interest letters based on credit decisions within defined timelines.
• Distribute legal and security documents to Relationship Managers according to product and security type within timelines.
• Verify and execute complex documentation ensuring full compliance with internal and regulatory standards.
• Scrutinize customer documents for completeness and accuracy; coordinate with Relationship Managers for any corrections.
• Check facility legal and security documents, ensuring all pre-activation checkpoints are completed.
• Update and track pre-disbursement documents (PDDs) and over-the-counter (OTC) items in systems for new or renewed credit limits.
• Manage follow-ups on outstanding PDDs and OTCs, escalating issues as needed.
• Ensure security perfection activities such as registrations with CERSAI and ROC are completed timely.
• Track renewals, prepare and issue renewal letters within deadlines.
• Supervise that only fully completed loan files proceed to operations processing.
• Address service escalations and complaints, particularly concerning high net worth individuals and complex transactions.
• Maintain data and evidence for legal litigations involving defaulters on a case-by-case basis.
• Manage post-disbursement documentation workflows including stakeholder follow-ups and system updates.
• Oversee all operational transactions and customer journeys from sanction to post-disbursal servicing at branches.
• Ensure prompt and accurate transaction processing and enhance customer experience via continuous review of operational metrics.
• Collaborate with business and functional teams to benchmark processes and improve service quality, strictly adhering to SLAs and TATs.
• Conduct regular internal branch audits to monitor compliance and manage performance metrics, including defect ratios.
• Ensure charge registrations and satisfactions with ROC and CERSAI are processed within required timelines.
• Maintain control over vital document retrieval to customers within 30 days of final payment receipt, following required procedures.
• Manage vendor relationships to ensure timely servicing of branch requests and conduct audits of storage facilities.
• Coordinate with sales, risk, statutory, regulatory, audit, legal, IT, collections, and compliance teams to facilitate smooth operations and policy adherence.
• Ensure compliance with all policies related to loan processing and disbursement, including preparation for concurrent and statutory audits.
• Manage security onboarding and perfection for collateral-backed loans as per sanction terms and local authority requirements.
• Handle custody and monitoring of original title deeds and collateral documents, ensuring their safety at vendor storage sites.
• Oversee timely release and communication regarding security documents in accordance with regulatory circulars.
• Provide operational support to business teams to meet objectives while maintaining a customer-centric, cost-efficient, and well-governed environment.
• Collaborate closely with underwriting, credit, legal, and collections teams to implement robust, efficient processes and comply with RBI audit requirements.

Additional Information

No specific details on remuneration, openings, or notice periods were provided. The position requires full-time onsite attendance in Maharashtra. There is no mention of direct people management responsibilities.