Job Title:
Service Centre Head-1 (Earlier role-Officer In Charge EMD)
Job Details:
Business Unit (PA): Home Loan/Retail Lending
Team: Home Loans
Reports to (job): Cluster Head/Business Head
Location of role: Pan India
Job Fn: Product/Customer Engagement/Credit/Business Development/Compliance
Role Type: IC
No of direct reportees: 0
Travel Required: Moderate
Job Band Range: Upto D1
JD Updated date: 1-04-2026
Version No: 2
Job Purpose:
Responsible for sourcing and managing operations from loan origination to servicing at the nearest service centre to achieve disbursement targets.
Coordinate with sales and channel teams to expand geographical reach, enhance customer relationships, and improve market presence.
Oversee satellite office activities.
Job Responsibilities:
EMD Office Operations Management: Oversee overall EMD office management, including operations, servicing, reporting, performance monitoring, and compliance.
Customer Servicing: Manage customer servicing throughout the loan lifecycle (pre- and post-disbursement) and supervise EMD office/service centre activities.
Financial Management: Manage sundry expenses and petty cash.
Disbursement and Legal Process: Collect and verify title documents, act as compliance officer and signatory for loan disbursement, execute loan documentation, manage dockets, strategize to increase disbursement value/volume, process subsequent disbursement requests, and support legal documentation for post-disbursal changes.
Credit Appraisal: Conduct primary loan appraisal for walk-in applications, assist credit hubs, perform field investigations, and coordinate with technical teams for site visits.
Business Development and Market Intelligence: Drive business development to increase market share, manage relationships with builders/developers/authorities, engage corporates, monitor market trends, gather/share market intelligence, train channel partners, identify new sourcing partners, and meet real estate project promoters.
Customer Engagement and Interaction: Provide support in managing customer escalations, objection handling, and resolving online/email-based customer requests and queries.
Educational Qualifications:
Graduation.
Post-Graduation.
Preferable formal education in business management.
Key Skills:
Sales and influencing skills.
Home loan products and processes knowledge.
Planning and organizing skills.
Communication (written and oral).
Knowledge of competition and current trends in the financial services industry.
Manpower and people management.
Experience Required:
Minimum 4+ years of experience.
Exposure to credit and operation functions of HDFC.
Major Stakeholders:
Customers
HSPL (In-house sales team)
Channel Partners
Operations
Credit
Legal/Technical
Accounts
CRM
EMD office operations team
