4) Key Result Areas:

Management of New Branches & Running Continuity Plan for existing Branches

• Work out a plan with costing and budgets to manage branches in all locations for their respective zones.
• Ensure that the best technology and vendor are made available for the team to run day to day operations.
• On-board people at the right time and with experience & specific capabilities in operations, banking and lending domain.
• Ensure driving BCP drills and sharing BCP reports every quarterly to Operations Head for testing BCP set up capabilities.

Operations Management

• Oversee all aspects of the operations transaction life cycle transactions from pre & post sanction, post disbursement requirements, documentation and servicing activities and ensure timely and accurate transaction processing.
• Act as the point of escalation on critical operation and customer complaints and authorise high value transactions / complex/ structured transactions.
• Lead the establishment of robust & scalable operation management.
• 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.
• Provide exceptional approvals for PDD/OTC queries, deviations and resolution management.

Pre Disbursement Activities

• Oversee daily execution of documentation in full compliance with the internal standards and external regulatory requirements.
• Ensure timely execution of cases in pre & post sanction within the defined TAT.
• 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 the business team to complete/ rectify the documentation.
• Support in smooth resolution of complex documentation issues.
• Oversee DNR, OVD, PDD and OTC tracking done by the team prior to issuance of release order.

• Ensure error free transactions within defined timeframe.
• Manage disbursements & track un-encashed payments within the stipulated TAT.
• Attend to unidentified funds and take action to ensure that no items are open.
• Monitor loan cancellations within the defined timeframe.
• Ensure banking activities and reconciliation is completed on time.
• Ensure the RTGS/NEFT is executed accurately to the customer and any rejections to be monitored.

Post Disbursement and Compliance Management & Reporting

• Ensure follow ups of outstanding DNR/OVD/PDD/OTC and look into escalation cases, where required
• Ensure completion of all activities related to TDS.
• Supervise the loan booking and servicing activities for their respective zones and ensure they are completed within the stipulated TAT.
• Ensure that only completed files are getting processed by the operations team at the branch level.
• Ensure proper storage, dispatch and tracking of disbursal and repayment documents.
• Handle service level escalations and complaints for customers and authorise high value transactions / complex/ structured transactions.
• Build robust operation management process to ensure nil errors and zero customer complaints.
• Instrumental in providing data and evidence for all legal litigation cases of defaulters on a case to case basis
• Manage post disbursement documentation by conducting follow ups with stakeholders, reporting discrepancies to the Management and updating the system on a periodic basis.
• 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 defined timelines.
• Track performance metrics, defect ratio and SLAs and identify trends/ patterns that need to be addressed in order to drive greater efficiencies.
• Responsible for compliance points of Operations functions which is signed off by the SMT.

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.

Stakeholder/ Vendor

Management

• Ensure outsourcing vendors of unsecured products deliver the agreed SLAs.
• Ensure that the team is having regular interactions with the business team to complete correct documentation at the customer’s end.
• Attend meetings with Business and Risk teams to discuss performance basis FTR/FTNR, outstanding DNR/OVD/PDDs/OTCs, issues and escalations.
• Liaise with statutory, regulatory and external third parties for conducting audits for their zones.
• Liaise with external vendors for pre & post disbursal activities and conduct regular audits at vendor site.
• Liaise with external vendors for storage of disbursal related documentation, prepare and sign an agreement with the vendor and conduct regular audits at vendor site.
• Work closely with agencies that are involved for operational activities.

People Management

• On-board, training and review performance of their direct reportees under their purview.
• Provide job rotation opportunities to all team members.
• Give various assignments to team members that are linked to streamlining and standardizing processes.
• Ensure low attrition for the Zone.
• Kaizen training to improve quality of the loan disbursement process.