About the role
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.