About the Role:
The Branch Operations Manager will be responsible for managing day-to-day operational activities at the branch including loan processing coordination, documentation management, repayment handling, customer servicing, and branch administration. The role will ensure operational accuracy, proper documentation hygiene, regulatory compliance, and seamless coordination between branch teams and central operations.
Some high level things you would own but not limited to:
1. Loan Operations & Processing
● Coordinate loan files from login to disbursement with Credit and Central Operations teams.
● Ensure loan files are complete with all mandatory documentation including KYC, financials, agreements, property documents and sanction conditions before submission for disbursement.
● Support pre-disbursement and post-disbursement operational activities at the branch level.
● Track case movement across stages and coordinate with stakeholders to ensure timely disbursement and processing.
2. Repayment & Loan Servicing
● Update customer repayment receipts and collections in system on a regular basis.
● Monitor cheque clearance, bounce cases and cheque re-presentation tracking.
● Process loan part payments, foreclosure requests and closure formalities in system.
● Coordinate issuance of NOC / Loan Closure letters and account statements to customers.
3. Customer Service & Relationship Handling
● Act as the primary point of contact for walk-in customers at the branch.
● Assist customers with loan applications, documentation requirements, repayment queries and servicing requests.
● Resolve customer grievances or escalate unresolved issues to relevant teams.
● Provide updates to customers regarding loan status, disbursement and servicing requests.
4. Documentation Management, MODT & Compliance
● Ensure proper documentation hygiene for all loan files maintained at the branch.
● Verify completeness of documents including loan agreements, KYC documents, property papers, sanction letters and declarations.
● Coordinate execution and tracking of MODT (Memorandum of Deposit of Title Deeds) or other collateral-related documentation where applicable.
● Ensure all loan documentation is executed as per regulatory and internal policy requirements.
● Maintain updated records for audit, compliance reviews and regulatory inspections.
5. Loan File Management & Storage
● Maintain structured and secure storage of loan files and customer documents at the branch.
● Ensure proper file indexing, inwarding and tracking of documents sent to central storage or vendors.
● Maintain records of document movement, retrieval requests and outward dispatch.
● Ensure adherence to company policies regarding physical document custody, archival and retrieval processes.
● Coordinate with document storage vendors and central operations for file storage and retrieval.
6. Reconciliation & Operational Controls
● Perform debit and credit reconciliation for customer accounts and branch transactions.
● Maintain branch MIS related to loan files, collections, disbursement and servicing activities.
● Identify operational discrepancies and coordinate with relevant teams for resolution.
7. Branch Administration
● Maintain branch inward/outward registers and operational trackers.
● Coordinate with vendors for courier, document storage, housekeeping and other administrative activities.
● Support the Branch Manager in ensuring smooth day-to-day branch operations.
What you would possess already:
● 5+ years of experience in handling Branch Operations.
● Well verse with the Regulatory compliances and policies
● Knowledge of NBFC / Banking branch operations
● Understanding of loan documentation and secured lending processes
● Strong attention to documentation accuracy and compliance
● Customer servicing and grievance handling
● Operational MIS and reconciliation
● Microsoft Office Suite (Word, Excel, PowerPoint)
