Job type full-time
Full job description
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, etcFor 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 trendsIdentify training opportunities, potential system or process enhancements, and performance development needs.
Posted 30+ days ago