Job Description: Job Purpose • To manage all operations activities at the branch and ensure customer satifiaction by resolving all customer queries thus supporting the HL/HE process. Responsibilities Core Responsibilities: o Achieve high efficiency levels by ensuring all queries are resolved within TAT;and developing processes that will improve TAT o Ensure service deliverables are processed by the team as per TAT, training them on policy and process changes to minimize errors o Resolve branch queries,ensuring that queries raised by stakeholders are addressed promptly and providing support as required o Coordinate with the system team to resolve routine and other system issues, identifying gaps and recommending measures to address such gaps. o Monitor HE/HL repricing and NHB refinance cases and update systems, based on inputs received from RBI/ business team o Conduct impact analysis and accordingly update systems after approval from the business team o Release communication about rate increase or decrease to customer and update the web-portal system accordingly. o Resolve audit queries raised by internal and external auditor and initiate corrective action as suggested o Ensure compliance to all Audit / NHB/ IRB regulations.