RA-HL-Service Centre Head

Job Title

Service Center Head

Business Unit

Home Loan Product/Retail Lending

Reporting To

Cluster Head/Operation Head/Business Head

Job Function and Role Type

Product/Customer Engagement/Credit/Business Development/Compliance, Supervisory, Moderate travel required

Version No

Job Purpose

Oversee end-to-end operations from loan origination to servicing while driving disbursement targets. Expand geographical reach, enhance customer relationships, and improve market presence.

Key Responsibilities

Branch Operations Management

Manage branch operations, servicing, and reporting.

Monitor and provide feedback to team members.

Ensure compliance and business performance.

Disbursement and Legal Process

Verify title documents for loan security.

Execute and manage loan documentation.

Ensure safe transit of dockets to central depository.

Credit Appraisal

Conduct post-sanction loan appraisals.

Assist credit hubs with loan application reviews.

Coordinate field investigations and site visits.

Business Development and Market Intelligence

Develop business to increase market share.

Build relationships with developers and corporates.

Track and share market intelligence with teams.

Loan Book Retention and Cross Sell

Process prepayments and balance transfer counseling.

Disburse insurance loan products.

Handle customer escalations and complaints.

Customer Engagement and Interaction

Resolve customer queries via online and email channels.

Train staff to enhance customer experience.

Education:

Graduation required, post-graduation preferred, business management education desirable.

Certifications:

None specified.

Key Competencies

Sales and influencing skills, planning and organizing, communication (written and oral), knowledge of home loan products, people management.

Major Stakeholders

Customers, HSPL (in-house sales team), channel partners, operations, credit, legal/technical, accounts, CRM, branch operations team.