Cluster Head Retail Secured

Role & responsibilities-

Key Result Areas

Supporting Actions

Sales Growth & Client Acquisition

• Identify and execute sales growth opportunities at a local/ area level, driving referral and professional loan expansion and new account acquisition
• Deliver on sales targets by building strong relationships in the local network
• 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
• Carry out regular meetings and sales calls with prospective clients on a regular basis to source business
• Augment the sales volumes of Secured 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

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, new product launches, new branches, etc. and communicate to ZSM as well as down the line

Distribution & Market Expansion

• Develop and strengthen network to acquire new customers 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 Secured segment
• Engage with Customers and execute the agreed touch point management system for faster customer connectivity and loan processing-disbursement; escalate issues appropriately for timely resolution

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 complaint 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

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 Secured loan transaction and raising potential alarm cases in advance
• Proactively identify and report risks in order to ensure portfolio quality is maintained

Internal Stakeholder Management

• Partner with direct reportees Relationship Managers & Direct Sales team and peer 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