Retail Branch Operations Senior Officer

Senior Officer - Retail Branch Operations - Housing - Branch Operations - Ludhiana - Feroze Gandhi Market (1st Floor) - JM

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