oThe operations department is mainly responsible for managing the operations i. e. processing of secured and unsecured loans disbursement, repayments and ensuring adherence to regulatory framework. They provide quick and error free customer service and work in close coordination with the Sales and Risk departments. They implement processes and ensure strict compliance by liaising with the Risk team
oThe main activities undertaken at the branch level includes customer service, documentation and system enrichment. The operations team processes transactions, ensures timely collections, and facilitates closures post closures processes oThe branch operations manager has additional responsibilities to manage bounce cheque data and delinquency data submission. Key Challenges oTo check transactions details are accurate and give authorisation accordingly oTo ensure timely disbursement of loan to customer with zero errors in transaction
Key Result Areas KRA (Accountabilities) (Max 1325 Characters) Supporting Actions (Max 1325 Characters) KRA1 Oversee & Drive Branch Operations oDrive branch operations in a manner that all the loans are processed and disbursed to customers within the stipulated TAT oEnsure that all the branches receive completed files from the Credit team with customer collaterals (loan documents, agreements, KYC, credit verification, etc) within defined SLAs oEnsure that the team has scrutinised all files for discrepancies and the necessary action is taken to complete the files oEnsure optimization of resources and monitor over all end to end transaction queues KRA2 oResponsible for fund management and closure post closure documentation for NOC processing oMonitor timely dispatch of loan disbursal kits oManage both internal & external audit of the branch, and take action on the finding and recommendations suggested oEnsure regular review of processes is undertaken and potential risks are mitigated from time to time oLiaise with other branches to learn their best practices and adopt them oRecommend process level changes based on feedback received from the team, other oLiaise with other branches to learn their best practices and adopt them oRecommend process level changes based on feedback received from the team, other supporting departments, external market trends oManage post disbursement documentation by conducting follow ups with stakeholders, reporting discrepancies to the Management and updating the system on a periodic basis KRA3 Performance Parameters oDrive process efficiency by meeting SLAs during transactions oEnsure reduction in errors and minimum critical escalations oKeep FTR% and Performance% in check oMaintain the process quality and resolve errors in minimum TAT oKeep a check on regulatory norms and ensure data is easily and accurately available to respond to audit queries oEnsure Follow through on post disbursement processes within agreed TATs oReview processes and user guidelines on a periodical basis and make/ recommend the necessary changes KRA4 Customer Management oEngage with customers depending on the value or complexity of the case. oGuide & support the collections team in case of any delinquencies in late payment oSeek out and implement ways to increase client satisfaction through efficient client management KRA5 MIS and Reporting oMonitor performance parameters on a regular basis and take remedial measures oOversee the creation of periodic MIS and provide the same to the Zonal Head, together with specific insights to enable them to take critical management decisions oReview process adherence, drive audit compliance and take remedial measures to reduce audit queries. KRA6 Team Management oAlign the team with the overall branch objectives by creating awareness about the performance parameters oBuild capability in the team by reviewing performance on a continuous basis and provide training opportunities on desired aspects oEncourage the team to develop innovative solutions to existing problems in transactions and support in their implementation. KRA7 Oversee & Drive Branch Operations oDrive branch operations in a manner that all the loans are processed and disbursed to customers within the stipulated TAT oEnsure that all the branches receive completed files from the Credit team with customer collaterals (loan documents, agreements, KYC, credit verification, etc) within defined SLAs oEnsure that the team has scrutinised all files for discrepancies and the necessary action is taken to complete the files oEnsure optimization of resources and monitor over all end to end transaction queues oResponsible for fund management and closure post closure documentation for NOC processing oMonitor timely dispatch of loan disbursal kits oManage both internal & external audit of the branch, and take action on the finding and recommendations suggested oEnsure regular review of processes is undertaken and potential risks are mitigated from time to time oLiaise with other branches to learn their best practices and adopt them oRecommend process level changes based on feedback received from the team, other supporting departments, external market trends oManage post disbursement documentation by conducting follow ups with stakeholders, reporting discrepancies to the Management and updating the system on a periodic basis KRA8
