Job Purpose
Key Result Areas
Supporting ActionsSetting Up New Branches &Running Continuity Planning for existing Branches
- Work out a plan with costing and budgets to set up branches in strategic locations for their respective zones
- Ensure that the best infrastructure and technology is made available for the team to run day to day operations
- Ensure driving BCP drills and sharing BCP reports every quarterly to Operations Head for testing BCP set up capabilities
Credit Operations Management
- Oversee all aspects of the operations transaction life cycle transactions from post sanction, pre & post disbursement requirements, documentation and servicing activities, disbursals and post disbursal actions and ensure timely and accurate transaction processing
- Act as the point of support on critical customer complaints and authorise high value transactions / complex/ structured transactions.
- frameworks to minimize complaints and drive retention
- Enable data support on litigation cases and ensure the team provides all the required information in a timely and seamless manner
- Monitor exceptional approvals for PDD/OTC queries, deviations and resolution management.
Pre Disbursement Activities
- Monitor and oversee daily execution of documentation in full compliance with the internal standards and external regulatory requirements
- Ensure timely preparation and issuance of required letters like sanction letters, amendment letters, ROI based on credit decisions/ sanction note
- Ensure standard legal and security documents are given to the Business team, depending on type of product and security within stipulated timelines
- Ensure customer submitted documents are checked within the given timelines. In case of discrepancies, share details with Relationship Manager to complete/ rectify the documentation
- Support in smooth resolution of complex documentation issues
- Oversee PDD and OTC tracking done by the team prior to issuance of disbursements.
Post Disbursement
- Ensure follow ups of outstanding PDDs/OTC and look into escalation cases, where required
- Ensure completion of all activities related to security perfection of assets - CERSAI
- Oversee renewal tracking done by the team and ensure that renewal letters are prepared and issued within stipulated timelines
- Supervise the loan booking activities and ensure they are completed within the stipulated TAT
- Monitoring that only completed files are getting processed by operations team at the branches
- Supervise cash collections and technical bounce data for the zone
- Track and monitor end-to-end service level escalations and complaints for HNI customers and authorise high value transactions / complex/ structured transactions.
- Support in build robust customer management process to ensure customer retention and zero customer complaints
- Instrumental in providing data and evidence for all legal litigation cases of defaulters on a case to case basis
- Supervise post disbursement documentation by conducting follow ups with stakeholders, reporting discrepancies to the Management and updating the system on a periodic basis
- Monitoring renewal of insurance on collateral to safeguard the portfolio
Fund Management & Banking
- Ensure error free transactions within defined time-frame
- Manage funds for disbursement by keeping a check on balances through the number of transactions completed by each branch
- Determine the amount of fund required to complete all transactions within the stipulated TAT
- Monitor branch accounts in relation to part repayment and foreclosures
- Ensure local banking activities and reconciliation is completed on time
- Ensure the RTGS NEFT information shared by customer is accurate
Process Controls & Checks
- Ensure all policies and processes related to loan processing and disbursement are up to date and followed by the team
- Conduct internal branch audits at regular intervals to ensure there are no critical observations
- Maintain performance metrics, defect ratio and ensure SLAs are met within the agreed timelines
- Monitor of ROC, CERSAI and SRO charge registration is completed within given timelines
Stakeholder/ Vendor
Management
- Monitoring that the team is having regular interactions with the Relationship Manager to complete correct documentation at the customer’s end
- Attend meetings with Sales and Risk team to discuss outstanding PDDs/OTCs, issues and escalations
- Liaise with statutory, regulatory and external third parties for conducting audits for branches in their zones
- Liaise with external vendors for storage of property related documentation, prepare and sign an agreement with the vendor and conduct regular audits at vendor site
- Liaise with banks for activities related to Regional Processing Centre and Cash Management Services
- Work closely with agencies that are involved in cash and cheque pickups for repayment
- Engage with Business Leadership, Risk & Compliance, Legal & IT as well as Collections teams to discuss process improvements and operational risk as the case may be and identify solutions
- Front end interfaces with statutory, regulatory and external third parties during key audit/ compliance/ transaction milestones
- Oversee vendor empanelment processes and contracting and define vendor evaluation metrics to drive quality
- Work closely with key individuals within banking on streamlining processes related to Processing and Cash Management Services
Compliance Management & Reporting
- Drive adherence on all policies and processes related to loan processing and disbursement within the Retail Assets operations team
- Oversee the creation of an audit calendar and ensure timely process audits are carried out and remedial actions are taken to closure within the branch network
- Track performance metrics, defect ratio and SLAs and identify trends/ patterns that need to be addressed in order to drive greater efficiencies
- Responsible for 70% of the compliance points of Operations functions which is signed off for the board quarterly.
