Branch Operations Manager - Home Loans

Job Description -

Position Overview:

The Branch Operations Manager for the Home Loan Division will lead and manage a team responsible for the smooth execution of branch operations, ensuring efficiency, accuracy, and compliance with regulatory requirements. The role involves overseeing quality control, document management, disbursement processing, and back-office accounting & grievance redressal functions, while fostering a collaborative and high-performing team environment.

Key Responsibilities:

1. Leadership and Team Management:

Lead, mentor, and manage a team handling quality control, document storage, disbursement, and back-office accounts.

Set clear goals and performance expectations for team members.

Provide regular coaching, feedback, and training to enhance team capabilities.

Promote teamwork, collaboration, and a customer-focused culture within the operations team.

Handle staffing requirements, including recruitment, onboarding, and performance management.

2. Quality Control Department:

Supervise the quality control process for all housing finance applications and transactions.

Ensure adherence to internal policies and regulatory compliance.

Monitor and audit team outputs to identify and mitigate errors, fraud, or policy breaches.

Guide the team on maintaining and improving quality standards in all operational activities.

3. Vault for Document Storage:

Oversee the team responsible for the secure storage and retrieval of legal and financial documents.

Ensure compliance with confidentiality and data protection regulations.

Implement systems for efficient document accessibility and supervise periodic audits.

Train team members on proper document management and storage protocols.

4. Disbursement Fixing Team:

Lead the team managing the housing loan disbursement process to ensure timely and accurate execution.

Coordinate with credit and legal teams to verify disbursement readiness.

Monitor and streamline loan disbursement schedules, addressing bottlenecks effectively.

Ensure the team maintains thorough documentation and complies with internal policies.

5. Back Office Accounts Team:

Oversee the team handling back-office accounting functions related to housing finance operations.

Ensure accurate recording, reconciliation, and reporting of financial transactions.

Monitor operational activities and review reports for senior management.

Train team members on financial processes and compliance with accounting standards.

6. Grievance Redressal:

Supervise the Branch Grievance Redressal Officer and provide guidance on resolving customer complaints effectively and efficiently.

Ensure that customer grievances are addressed promptly, with root cause analysis conducted to prevent recurrence.

Review and monitor the grievance redressal process to ensure compliance with regulatory and organizational standards.

Implement systems for recording and tracking grievances and reporting trends to senior management.