Branch Operations

4 weeks ago

Mumbai, Maharashtra, India Aditya Birla Insulators Full time
Job Description

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

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