Branch Operations & Service Manager Aditya Birla Insulators

5.0 - 8.0 years

3 - 6 Lacs

Mumbai, Maharashtra, India

On-site

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: Zonal Lead Service Direct Reports: Asset Service Desk Executives (ASDs) Peers: Other Branch or Regional Service Leads

Posted 13 hours ago

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