Loan Operations Manager

Role Summary:

The Loan Operations Assistant Vice President will lead and manage end-to-end loan processing for India branches and servicing activities, ensuring operational efficiency, risk control, and adherence to regulatory and internal policy requirements.

Key Responsibilities include:

• Performing the duties of checker for assigned activities diligently.
• Working as a Subject Matter Expert (SME) for the process.
• Nurturing team members.
• Understanding the process / policies of the Bank and adhering to the needs.
• Working closely with overseas branches to process/execute transactions as per accuracy / quality standards / SLAs of the Bank.
• Learning system functions and adhering to controls.
• Supporting overseas branches to resolve operational incidents/reporting (if any).
• Providing suggestions to improve/streamline operational processes.

Customer Focus:

• Delivering high-quality service to enhance the function's reputation and meet customer expectations.
• Developing and maintaining strong stakeholder management with key stakeholders within the organization.
• Supporting and resolving customer inquiries and providing excellent customer service.
• Working in partnership with Compliance to understand relevant operational guidelines, organizational standard procedures, and local regulations and assessing the impact on daily operations workflow.
• Working in partnership with the wider operations team for information sharing and to ensure that transactions are processed accurately and in a timely manner.
• Supporting developmental projects relating to the Department.

People Leadership:

• Leading, mentoring, and developing a high-performing loan operations team, ensuring effective workload distribution, performance management, and a culture of accountability and continuous improvement.
• Providing guidance and support to more junior members of the team. Assisting in the training and development of individuals to ensure a high level of job knowledge.
• Providing SME Support, nurturing the team, and creating appropriate backup systems.
• Initiating training and guiding new joiners and junior staff.

Other Responsibilities:

• Performing the checking process on operational issues escalated by less-experienced team members.
• Reconciling any daily pending transactions.
• Supporting the Head of Department in determining the level of support on new product offerings by carrying out reviews on resourcing issues, internal policies, workarounds, and system capabilities.
• Supporting the Head of Department in achieving departmental KPIs set by Branch Management.
• Supporting the management of the risk profile for the department.
• Supporting internal and external audits within the department by preparing documentation as required.
• Maintaining good working knowledge of industry trends, products, relevant laws, and regulations.
• Adhering to all company policies and guidelines.
• Timely submission of statutory and MIS reports.
• Conducting necessary trainings to the team.
• Managing testing and new migrations.

Candidate Requirements:

• Minimum 10 to 15 years of relevant experience in managing loan operations.
• Strong PC skills (MS Office).
• Extensive experience in loan products, static data maintenance processes & customer data management.
• Understanding various system applications used for lending.
• Hands-on experience in managing stakeholders, governance, and managing toll gates.
• Flexible in working in shifts.
• Exposure to India-related regulatory guidelines and financial regulations.
• Graduate and/or Post Graduate.
• Good interpersonal skills to deal courteously and effectively with others.
• Attention to details.