Chief Manager - Central Operations

Chief Manager - Loan Servicing

Purpose
Lead end-to-end loan servicing operations for retail and wholesale lending portfolios, ensuring efficient servicing, regulatory compliance, superior customer experience, and portfolio integrity.

Key Responsibilities

• Manage post-disbursement servicing for Home Loans, LAP, MSME, Personal, Consumer/Consumption, Business, and Wholesale Loans.
• Oversee Part Payments, Foreclosures, Pre-closures, Loan Closures, NOC/NDC issuance, and account maintenance.
• Manage TDS reconciliation/refunds, interest certificates, and customer servicing requests.
• Drive receivables management, payment reconciliations, mandate management, and exception resolution.
• Monitor operational controls, regulatory compliance, audits, and servicing SLAs.
• Prepare MIS, dashboards, and management presentations.
• Lead process automation, operational excellence, and team performance.

Key Performance Indicators (KPIs)

• Service Request SLA/TAT adherence
• Foreclosure & Part-Payment processing TAT
• Loan servicing accuracy (%)
• TDS refund/reconciliation turnaround time
• Receivables reconciliation and exception resolution
• Customer complaint resolution within SLA
• Audit & compliance ratings
• MIS accuracy and timeliness
• Process automation and productivity improvements
• Team performance and quality scores

Experience & Qualification

• Graduate/Postgraduate in Finance, Commerce, Banking, or Business Administration.
• 12+ years of experience in Loan Servicing/Operations within Banks, NBFCs, or HFCs.
• Strong exposure to secured and unsecured retail lending, MSME, mortgage, and wholesale lending portfolios.

Core Competencies
Loan Servicing | Part Payments & Foreclosures | TDS Refunds | Receivables Management | Retail & Wholesale Lending | Regulatory Compliance | MIS & Presentations | Process Improvement | Team Leadership