Area Operations manager – Mortgages - Mumbai and Pune

Job Description:

Duties & Responsibilities (List in the order of importance the duties & responsibilities of this job)
Back-end operations
o Responsible for managing operations activities for the assigned functional area by planning and scheduling and coordinating.
o Monitor and supervise all operational activities of the branch on a daily basis and maintain satisfactory audit as per compliance/regulatory requirement.
o Identifying improvement areas & implementing measures to maximize customer satisfaction levels and effective monitoring of the Disbursement process.
o Scrutiny of pre Sanction, Post Sanction approval documents & disbursement dockets as per operation guidelines.
o Co-ordinating with Central Ops team, Centralized account service team, Central Disbursement team, Collection department for Secured loans, CIBIL team.
o Handling and monitoring activities pertaining to loan center’s day-to-day administration, billing process, vendor management & further reconciliation.
o Handling Concurrent Audit – Ensuring error free processing and all audit observation are complied with in TAT
o Monitoring & working on Regional MIS/ Dashboards associated with Customer service and Disbursement operations.
o Daily location activities of MIS updating, Resolution of escalations, Payment tracker, Refund Alert, NACH/E-NACH/PDD tracking, Cash management, Audit Queries Closure, FRFC Key Handling, Payment posting, ROC charge creation/modification/satisfaction, Monthly Branch meeting with team across all locations.

Customer service
o Responsible for timely closure of customer queries to achieve outstanding customer experience

Compliance and monitoring
o Measure and monitor the critical parameters related to compliance process and ensure adherence to defined operational standard
o Identify instances of deviations from defined policies and provide feedback related to execution gaps to concerned process owners
o Collaborates with other departments like Accounts, Internal Audit, etc. to direct compliance, operational issues and its resolution and maximize output from support functions ·