Quality Control Manager

SECTION III: PURPOSE OF THE ROLE

Responsible for monitoring and supervising compliance, collections and managing delinquencies in 10 BC Branches. Coordinates with Branch Managers/Loan Officers of BC team and support in smooth operations in the allotted BC branches. Helps the field team to overcome critical field issues, instances of delinquencies and non-compliance to YBL policies

SECTION IV: KEY RESPONSIBILITIES & KPIS OF THE ROLE

Responsibilities

Strategy and Planning

• Coordinate with Branch Managers and Loan officers of the BC partners and provide them feedback for improvement of compliance and portfolio quality
  
  

Policies, Processes & Procedures

• Ensure quality portfolio with adherence to YBL and BCs policies and processes
• Ensure Branches and Branch team follows and implement the laid down policies and procedures.
• Train BC branch staff team on new product, processes and procedures.
  
  

Business Development

• Conducting regular visits to BC branches to monitor compliance of YBL policies at the branch level. Conduct pre and post disbursement visits to groups to ensure that quality customers gets sourced.
• Conduct visits to delinquent groups and to understand cause of overdue and draw action plan for follow-up to fix the same.
  
  

Performance Monitoring & Reporting

• Monitor branch performance, compliance, collections, and delinquency indicators across assigned BC branches, ensuring achievement of portfolio quality and operational KPIs.
• Prepare and share periodic MIS reports, identify performance gaps, track corrective actions, and ensure timely resolution of audit and monitoring observations.
  
  

Relationship Management

• Build effective relationships with BC Branch Managers, Loan Officers, and partner stakeholders to ensure smooth branch operations and policy compliance.
• Conduct regular reviews with field teams, provide operational guidance, and support resolution of critical field issues and escalations.
  
  

Customer Relationship Management

• Ensure high standards of customer service and timely resolution of customer complaints and grievances across assigned branches.
• Monitor customer interactions and collection practices to ensure fair treatment, transparency, and adherence to YBL service standards.
  
  

Risk and Internal Control

• Conduct pre-sanction and post-sanction monitoring to identify policy deviations, operational risks, and compliance gaps.
• Monitor delinquency and collection performance, investigate non-compliance cases, and ensure implementation of corrective and preventive controls.
  
  

People Management

• Coach Branch Manager and Loan officer of the BC team to maintain portfolio quality
• Support Field teams in troubleshooting field problems and identifying, designing, and suggesting process improvements