Senior Officer - Retail Branch Operations - Housing Tata Capital

About Tata Capital

Tata Capital Limited ("TCL"), the flagship financial services company of the Tata Group, is a subsidiary of Tata Sons Private Limited and is registered with the Reserve Bank of India as a Systemically Important Non-Deposit Accepting Core Investment Company ("CIC").

Tata Capital and its subsidiaries are engaged in providing/supplying a wide array of services/products in the financial services sector and operates across various areas of business: Commercial Finance, Consumer Loans, Wealth Services and distribution and marketing of Tata Cards.

Job Description

As the Branch Operations Manager, you will be responsible for managing and controlling all operational functions of the branch. Your key tasks will include defining roles and responsibilities clearly for all team members, ensuring coordination with the centralized operations team to maintain high-quality service and customer satisfaction, and promoting product awareness among the operations team to enable them to handle walk-in customers effectively. You will be held accountable for the back-end operations of the branch, ensuring adherence to Turnaround Time (TAT) and Service Level Agreements (SLAs) for all operational activities. It will be your responsibility to oversee accurate cash management and the tallying of accounts in the system with the assistance of tellers and assistant branch managers. Additionally, you must ensure compliance with end-of-day branch reconciliation processes. In this role, you will also be required to oversee the branch's administration activities, which include coordination with IT, infrastructure, security, secured stationary (operations), unsecured stationary (Admin), and housekeeping. Ensuring process-level compliance through accurate document collection from customers and adherence to regulatory guidelines set by NHB/RBI will be crucial for the smooth functioning of branch operations. Furthermore, you will need to maintain consistency with the policies, procedures, and workflow of the main operations center while incorporating market-specific practices to maintain a competitive edge. Collaborating with sales production staff and other internal/external departments to establish loan performance expectations and monitor quality assurance and timeliness of processing, underwriting, and closing workflow will also be part of your responsibilities. Staying updated on changes in the mortgage industry and bank regulations related to the mortgage department will be essential. You will be expected to suggest process changes to ensure compliance and foster collaborative relationships with sales managers to facilitate optimal communication and focus between sales and processing teams. Your role will also involve ensuring zero critical and repeated audit observations and resolving customer complaints within defined timelines. Reviewing operational scorecards to identify root causes of exceptions, trends, training opportunities, system/process enhancements, and performance development needs will be instrumental in maintaining operational efficiency and quality. Overall, as the Branch Operations Manager, you will play a pivotal role in ensuring the smooth functioning of branch operations, compliance with regulations, and fostering effective communication and collaboration within the organization.,