Branch Operations & Service Manager

5 - 8 years

3 - 6 Lacs

Posted:10 hours ago| Platform: Foundit logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Job Purpose

  • Responsible for end-to-end, on-time-in-full service delivery for all customers visiting Aditya Birla Housing Finance Limited (ABHFL) branches or contacting through phone, email, social media, chat, and web portal.
  • Ensures smooth handling of walk-in queries across all lines of business and coordinates backend resolution.
  • Leads and manages a team of Asset Service Desk Executives to deliver branch-level service excellence, aligned with ABHFL's Q360++ customer experience strategy.

Dimensions

  • Business Workforce Number: [To be updated]
  • Unit Workforce Number: [To be updated]
  • Function Workforce Number: [To be updated]
  • Department Workforce Number: [To be updated]
  • Number of Branches Covered: 38 (targeting expansion to 100+)
  • Volume of Customer Queries: Across multiple LOBs and digital channels
  • Channels Covered: Walk-in, phone, email, social media, chat, web portal
  • Metrics: SLA adherence, NPS via Mission Happiness, team productivity, audit scores

Job Context & Major Challenges

  • ABHFL is a rapidly growing HFC under Aditya Birla Capital with aggressive expansion plans.
  • Service operations must evolve with the growing customer base, diversified requests, and multi-channel servicing.
  • Physical branch servicing remains crucial due to the nature of housing finance documentation and regulatory compliance.
  • The service model must be cost-efficient and scalable, ensuring resolution across both walk-in and digital channels.

Key Challenges:

  • Understand diverse customer expectations and respond with appropriate solutions.
  • Collaborate across functions such as Sales, Credit, Ops, and IT for timely resolution.
  • Monitor and improve internal service processes proactively.
  • Manage escalations effectively to avoid delays and regulatory red flags.
  • Build systems that align with evolving customer expectations, especially online.
  • Lead, coach, and improve performance of Asset Service Desk Executives.

Key Result Areas and Supporting Actions

Managing all walk-in customer queries

  • Attend to all walk-in customers at branches across lines of business
  • Log and resolve queries through CRM with minimal delay
  • Coordinate with backend teams (sales, credit, ops) to resolve escalated issues

Recording and tracking customer queries in CRM

  • Record all walk-in and digital queries, complaints, and requests
  • Ensure timely follow-up with concerned departments for closure
  • Maintain accuracy and completeness of case information

MIS and reporting

  • Prepare dashboards and reports on service request volumes, resolution timelines, and SLA compliance
  • Share insights with leadership for strategic improvements
  • Monitor and report team performance, audit results, and customer satisfaction metrics

Job Purpose of Direct Reports

  • Not applicable

Relationships

Internal

  • Zonal Lead Service: Daily reporting and escalation support
  • Head Customer Service: Monthly reviews and service performance discussions
  • Sales, Credit, Ops, IT: Continuous coordination for service request resolution and systemic improvements

External

  • Customers: Query handling and resolution across channels, including escalated and sensitive cases

Organizational Relationships

Reports To:

Direct Reports:

Peers:

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