Branch Operations & Service Manager

Job Purpose

• Responsible for end-to-end, on-time-in-full service delivery for all customers visiting Aditya Birla Housing Finance Limited (ABHFL) branches or contacting through phone, email, social media, chat, and web portal.
• Ensures smooth handling of walk-in queries across all lines of business and coordinates backend resolution.
• Leads and manages a team of Asset Service Desk Executives to deliver branch-level service excellence, aligned with ABHFL's Q360++ customer experience strategy.

Dimensions

• Business Workforce Number: [To be updated]
• Unit Workforce Number: [To be updated]
• Function Workforce Number: [To be updated]
• Department Workforce Number: [To be updated]
• Number of Branches Covered: 38 (targeting expansion to 100+)
• Volume of Customer Queries: Across multiple LOBs and digital channels
• Channels Covered: Walk-in, phone, email, social media, chat, web portal
• Metrics: SLA adherence, NPS via Mission Happiness, team productivity, audit scores

Job Context & Major Challenges

• ABHFL is a rapidly growing HFC under Aditya Birla Capital with aggressive expansion plans.
• Service operations must evolve with the growing customer base, diversified requests, and multi-channel servicing.
• Physical branch servicing remains crucial due to the nature of housing finance documentation and regulatory compliance.
• The service model must be cost-efficient and scalable, ensuring resolution across both walk-in and digital channels.

Key Challenges:

• Understand diverse customer expectations and respond with appropriate solutions.
• Collaborate across functions such as Sales, Credit, Ops, and IT for timely resolution.
• Monitor and improve internal service processes proactively.
• Manage escalations effectively to avoid delays and regulatory red flags.
• Build systems that align with evolving customer expectations, especially online.
• Lead, coach, and improve performance of Asset Service Desk Executives.

Key Result Areas and Supporting Actions

Managing all walk-in customer queries

• Attend to all walk-in customers at branches across lines of business
• Log and resolve queries through CRM with minimal delay
• Coordinate with backend teams (sales, credit, ops) to resolve escalated issues

Recording and tracking customer queries in CRM

• Record all walk-in and digital queries, complaints, and requests
• Ensure timely follow-up with concerned departments for closure
• Maintain accuracy and completeness of case information

MIS and reporting

• Prepare dashboards and reports on service request volumes, resolution timelines, and SLA compliance
• Share insights with leadership for strategic improvements
• Monitor and report team performance, audit results, and customer satisfaction metrics

Job Purpose of Direct Reports

• Not applicable

Relationships

Internal

• Zonal Lead – Service: Daily reporting and escalation support
• Head – Customer Service: Monthly reviews and service performance discussions
• Sales, Credit, Ops, IT: Continuous coordination for service request resolution and systemic improvements

External

• Customers: Query handling and resolution across channels, including escalated and sensitive cases

Organizational Relationships

Reports To: Zonal Lead – Service

Direct Reports: Asset Service Desk Executives (ASDs)

Peers: Other Branch or Regional Service Leads