Branch Operations Manager

Role & responsibilities

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)