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Branch Operations & Service Manager
ConfidentialMumbai9 days ago
Job descriptionBusiness 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 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. 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. 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 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 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 Not applicable 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 Customers : Query handling and resolution across channels, including escalated and sensitive cases
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
Job Context & Major Challenges
Key Challenges :
Key Result Areas and Supporting Actions
Managing all walk-in customer queries
Recording and tracking customer queries in CRM
MIS and reporting
Job Purpose of Direct Reports
Relationships
Internal
External
Organizational Relationships
Reports To : Zonal Lead – Service
Direct Reports : Asset Service Desk Executives (ASDs)
Peers : Other Branch or Regional Service Leads
Skills Required
Customer Service Management, Housing Finance, Team Leadership
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Branch Manager • Mumbai
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