Officer - Retail Branch Operations - Housing - Branch Operations - Karimnagar - CVRN Road - JM
- Karimnagar, Telangana
- Permanent
- Full-time
Core Responsibilities:
o Manage & control all operational functions of the Branch and define roles and responsibilities clearly for all team members.
o Ensure adequate coordination with centralized operations team to maintain high quality service and customer satisfaction.
o Ensure product awareness among operations team to enable them to handle a walk in customer and guide the operations team to cross sell the company's products to walk in customers
o Accountable for back end operations of the branch and adhere to TAT and SLAs for all operations activities.
o Accountable for accurate cash management and tallying of accounts in the system with the help of tellers and assistant branch managers; ensure compliance of end of day branches reconciliation
o Oversee branches administration activities including coordination with IT, infrastructure, security, secured stationary (operations), unsecured stationary (Admin) and housekeeping
o Ensure process level compliance through accurate document collection from customers and adherence to NHB/RBI regulations around KYC, AML, operational risk, customer service, etc. for branch operations
o Ensure consistency with main operations center policies, procedures and workflow, while maintaining market specific practices necessary for competitive edge.
o Partner with sales production staff and other internal/external departments to establish loan performance expectations and monitor quality assurance and timeliness of processing / underwriting / closing workflow
o Stay abreast of changes related to the mortgage industry and bank changes related to the mortgage department and suggest changes to processes to ensure compliance.
o Foster collaborate relationships with sales managers to ensure optimal communication and focus between sales and processing.
o Ensure nil critical and repeated audit observations as well as nil open customer complaints beyond defined time lines
o Review operational scorecards to determine root cause of exceptions and detect trends. Identify training opportunities, potential system or process enhancements, and performance development needs.