The purpose of this job is:
To deliver on area/ local strategy for the Personal Loans segment in terms of target segments, strengthening existing relationships and setting up new channels for market penetration, and work towards achievement of sales targets and operational plans. To proactively address customer/ DSA issues and escalate cases (e.g. fraud alerts, customer complaints or exception handling) as required for smooth operations; work on removal of bottlenecks for the achievement of targets for Business Loans segment at the area/ local level
To grow the penetration of the business by actively partnering, negotiating and building relationships with the DSA network, and directing and building the capability of SMs (if any assigned)
To take ownership for end to end PL transactions in assigned area of coverage, with efficient internal operations for superior product delivery and credit quality of new acquisitions with compliant sales operations & coordination with Risk team
| KRA1 | Sales Growth & Client Acquisition | Identify and execute sales growth opportunities at a local/ area level, driving channel expansion and new account acquisition Segment the market and identify potential direct clients, approach them and generate business through customized loan structure offerings that meet client requirements and also generate good margins for business Deliver on sales targets by building strong relationships in the DSA network and influencing DSA outcomes Augment the sales volumes of Unsecured lending, manage channel databases and tap them tactically to ensure healthy sales pipeline Drive faster TATs through effective loan sanctioning by building strong relationships with internal stakeholders in order to expand channel presence and customer base Track & report on sales operations and productivity metrics, and work towards building a high-performance sales culture Actively participate in initiatives and contests driven by Business Development teams |
| KRA2 | Operational Effectiveness | Work with dual focus on sales volume and value (IRR) through the team Track & ensure SLA adherence, sales efficiencies and ROI Adopt prescribed improvements in processes and best practices in order to enhance operational productivity and suggest improvements as well Analyze and communicate operational information periodically as per agreed timelines and MIS formats for disbursements, profits, NPAs, channel expansion, new product launches, new branches, new channel development, etc. and communicate to RSM as well as down the line |
| KRA3 | Distribution & Market Expansion |
Develop and strengthen distribution network through liaising and networking efforts, considering product positioning and competitive pressures Scan the market and its competitive offerings on a periodic basis; report on emerging trends and business opportunities for the unsecured segment Engage with DSA channel network and execute the agreed touch point management system for faster customer connectivity and loan processing-disbursement; escalate issues appropriately for timely resolution |
| KRA4 | Customer Servicing & Relationship Management |
Coordinate with risk and operations teams to execute robust, customer friendly loan approval and booking processes Recommend improvements to operating procedures and technological tools to enhance customer experience through reduced processing TATs while simultaneously ensuring compliant operations Ensure customer queries/ complaints are addressed in a timely and effective manner and coordinate personally to expedite the same Leverage close direct customer relationships to carry out post sanction surveillance and generate early warning signals on NPAs |
| KRA5 | Risk Management |
Execute compliant Sales Operations and work in line with risk management principles via coordination with Risk team Ensure closure of deal documentation and credit administration requirements, including opening of escrow accounts for receivables lending in line with regulatory and financial controls requirements Support risk management by maintaining focus on prescribed guidelines and process checks at all stages of the unsecured loan transaction and raising potential alarm cases in advance Proactively identify and report risks in order to ensure portfolio quality is maintained Liaise with the channel partners, customers and the risk team on specific escalation cases |
| KRA6 | Internal Stakeholder Management |
Partner with peer ASMs and reporting SMs (if any) to overcome challenges and support sales growth via effective channel management, customer acquisition Proactively build and maintain relationships with key internal stakeholders (E.g. Operations, Risk Management) for smooth and efficient transactions and issue resolution |