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 recent 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

About HDFC Bank

HDFC Bank is one of India’s leading private banks. The Housing Development Finance Corporation Limited or HDFC Ltd was among the first financial institutions in India to receive an “in principle” approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. This was done as part of RBI’s policy for liberalization of the Indian banking industry in 1994. HDFC Bank was incorporated in August 1994 in the name of HDFC Bank Limited, with its registered office in Mumbai, India. The bank commenced operations as a Scheduled Commercial Bank in January 1995. As of March 31, 2026, the Bank’s distribution network was at 9,689 branches and 21,172 ATMs across 4,175 cities / towns as against 9,455 branches and 21,139 ATMs across 4,150 cities / towns as of March 31, 2025. 50% of the branches are in semi-urban and rural areas. In addition, the Bank has 14,400 business correspondents, which are primarily manned by Common Service Centres (CSC). The Bank’s international operations comprise five branch

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