🧾 Standard Operating Procedure (SOP) – Branch Manager
Organization: Avenir India (A brand of Kinshippay India Pvt. Ltd.)
Designation: Branch Manager
Department: Operations
Location: Branch-Level (Rural/Semi-Urban)
Reporting To: Regional Manager / Operations Head
🎯 1. Objective
To provide clear operational guidance for Branch Managers overseeing NKS operations, ensuring consistent achievement of monthly targets, proper verification processes, and smooth coordination with field officers and borrowers.
🏢 2. Key Responsibilities
| Responsibility Area | Description |
|---|---|
| Sales Target | Ensure achievement of 30 new NKS Points/month per branch |
| Team Management | Supervise 6 Field Officers; assign areas and monitor performance |
| Verification Oversight | Ensure accurate NKS Point Verification and Borrower Verification |
| Documentation | Maintain and audit Registers & Logs (Applicant, Borrower, Loan, Training) |
| Reporting | Daily reporting to District Manager/Regional Manager; Weekly summary of branch performance |
| Training Coordination | Support Field Officers in training setup for new NKS CSP partners |
| Issue Resolution | Act as first point of escalation for NKS partner or borrower issues |
| Compliance | Ensure shop, applicant, and loan SOPs are followed as per HQ guidelines |
📊 3. Monthly Targets
| Metric | Target |
|---|---|
| New NKS Points | 30 minimum |
| Field Visits | 30 visits/daily (with photo & report) |
| Borrower Verification | 100% physical verification of new borrower entries |
| Team Attendance | 90%+ field activity compliance |
| Reporting Accuracy | 100% daily logs submission |
📋 4. Daily Operations
- Conduct a morning briefing with Field Officers (in-person/virtual)
- Assign and track daily NKS partner visits and document collection
-
Review and sign-off on:
- Field Visit Reports
- Verification Forms (NKS & Borrowers)
- Register entries (Sales, Verification, Complaints)
📁 5. Registers to Maintain
| Register | Purpose |
|---|---|
| NKS Application Register | Record all incoming NKS partner applications |
| Borrower Register | Track all loan-related borrowers verified by branch |
| Verification Logbook | Date, Time, Address of verified shops/borrowers |
| Attendance Register | Track daily Field Officer activities & followup |
| Complaint Register | Log complaints and action taken (with resolution time) |
| Training Register | Attendance and completion records of NKS partner training |
✅ 6. Verification SOP (NKS Point & Borrower)
-
NKS Point:
- Physical inspection of shop/home
- Ensure banner, complain box, UPI app, seating place, timing compliance
- Take geo-tagged photo with partner present
-
Borrower:
- Visit home or shop
- Check documents (ID proof,Address proof, PAN, Bank details, Credit score, income source)
- Interview borrower to assess loan need and repayment ability
All verifications must be signed and stamped by the Branch Manager before submission.
🧑💼 7. Field Officer Monitoring
- Track work using daily WhatsApp/photo reports
- Review their area coverage map and address repeat defaulters
- Hold weekly performance meetings to ensure target alignment
- Provide on-ground support if field officers face difficulties with verification or loan explanation
🛠 8. Tools Used
- WhatsApp & CRM reporting app
- Branch logbooks
- Google Sheets (central record management)
- Printed partner kits & field forms
📢 9. Escalation Policy
| Issue | Escalate To |
|---|---|
| Fraudulent Documents | Regional Manager |
| Partner Disputes | Legal/Compliance Officer |
| Non-performance of Field Staff | HR/Operations Head |
| Loan Irregularities | Finance Department |
🔄 10. Review & Performance Evaluation
- Monthly review call with Regional Manager
- Quarterly branch audit (physical)
-
Branch Manager's incentives linked to:
- Target Achievement
- Register Compliance
- Field Staff Performance
- Partner Satisfaction
7. Termination & Exit Clause
- Either party may terminate employment by giving one month’s written notice or one month’s gross salary in lieu of notice.
- Full & Final Settlement will be made within 45 working days from the date of exit, after return of all company property and completion of exit formalities.