Job Description

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Job Purpose
Key Result Areas
Supporting Actions
Setting 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.