Assistant Manager (Retail)

Job Summary:

The Manager – Retail Loan Operations is responsible for end-to-end management of the loan processing lifecycle, from application login to disbursement and post-sales service. The role requires strong team leadership, proactive follow-up, cross-department coordination, strict process adherence, and continuous improvement to reduce TAT, increase conversion efficiency, and ensure customer satisfaction. The position also oversees banking relationships, documentation quality, payout realization, team development, customer support supervision, and handling of high-value/HNI clients.

Key Responsibilities:

1. Team Leadership & Performance Management

• Lead, supervise, and monitor the Customer Follow-Up Team, Bank Follow-Up Team, and Customer Support Team to ensure daily case movement and timely closures.
• Recruit, train, mentor, and develop team members for career progression.
• Conduct regular performance reviews, feedback sessions, weekly targets review, and monthly review meetings.
• Set and drive weekly productivity targets, ensuring continuous performance tracking and improvement.
• Ensure and motivate the team to achieve their personal business targets for incentives; ensure performance-linked target planning and monitoring.
• Generate business from existing clients through regular engagement, referral encouragement, and relationship retention initiatives.

2. Loan Processing Coordination & TAT Management

• Oversee loan processing operations from login to disbursement.
• Ensure strict adherence to internal processes and bank Turnaround Times (TAT).
• Track progress daily and proactively resolve operational obstacles and escalation issues.
• Monitor and report TAT breach cases and drive corrective action plans.
• Provide disbursement documentation support to customers and bank teams to ensure smooth and quick disbursement execution.

3. Bank & Partner Management

• Coordinate with banks, product managers, and senior officers to expedite sanctions and disbursements.
• Analyze payout structures and recommend optimal bank/DSA combinations for profitability.
• Build and maintain strategic banking relationships.
• Handle escalations involving legal, technical, or credit issues.
• Regularly visit bank & NBFC branches to maintain strong working relationships and ensure smoother file processing.

4. Documentation, Quality Control & Compliance

• Ensure accuracy and completeness of customer documentation before login.
• Resolve complex documentation issues (EC, POA, Udyam, etc.).
• Manage digital and physical file processing standards across bank partners.
• Ensure compliance with regulatory norms and internal SOPs.
• Support customers in completing documentation required specifically for disbursements.

5. Profitability & Payout Management

• Drive profitability by increasing conversion rates and reducing process errors.
• Track monthly disbursements, revenue realization, and pending payouts.
• Prepare and review monthly P&L performance for the retail loan department.
• Oversee invoice preparation and ensure timely payout follow-up and collection.

6. Customer Handling, Support & Post-Sales Service

• Resolve escalated customer queries related to disbursement, EMI, NOC, rate change, etc.
• Ensure timely completion of all after-sales service deliverables.
• Supervise the Customer Support Team for service quality and TAT adherence.

7. HNI Customer Support & Relationship Handling

• Provide special daily attention and priority handling for high-value and HNI loan cases.
• Conduct direct client visits to explain loan terms, documentation expectations, and closure steps.
• Ensure daily HNI case updates are reviewed and reported to management.
• Engage and support HNI customers throughout the loan journey to ensure a premium experience and high closure success.

8. Strategic Process Improvement & Reporting

• Implement process improvements to enhance quality, speed, and operational efficiency.
• Coordinate with Sales, Legal, Tech, and Customer Support teams for workflow continuity.
• Prepare and present periodic MIS reports and dashboards.
• Prepare the active case list for the next month and maintain accurate pipeline visibility.
• Forecast lead requirements for upcoming months by tracking conversion across the full funnel:

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹23,000.00 per month

Benefits:

• Internet reimbursement

Education:

• Bachelor's (Preferred)

Work Location: In person