Location Manager - Retail - Secured - Kapurthala

Designation: NA

Location: India Punjab Kapurthala-Sultanpur Road

Organization: Financial Services

Job Description:

Job Purpose

Branch Sales Planning & Management

Work with Cluster Sales Head – ABCL on devising the location sales plan and team approach for achieving targets, considering product-environmental factors, competitive forces, and local trends, and cascade the same to the location team(s).

Track industry and market developments, scanning the local market and competitive offerings on a periodic basis.

Oversee end-to-end location operations and performance, covering all aspects such as sourcing, effectiveness, governance, productivity, channel management, etc.

Track and report on sales operations and productivity metrics and work towards building a high-performance sales culture.

Manage day-to-day location operations and administration.

Provide data for, compile, and review periodic MIS reports for disbursements, profitability, NPAs, market expansion, etc., and communicate the same to Territory Head (Sales) – ABCL as well as team members.

Customer Acquisition / Engagement

Identify local business growth opportunities, drive expansion and new customer acquisition initiatives to create a book of targeted size.

Work closely with team members, hand-holding critical/complex transactions to ensure favorable closure with customer satisfaction.

Communicate sales targets and provide team members clarity on business goals, role expectations, product characteristics, and USPs to enhance effectiveness of sales efforts.

Track cases in the complaint tracker/escalations received, liaising with relevant stakeholders as required to drive satisfactory closure.

Deploy efforts/initiatives in consultation with Territory Head (Sales) – ABCL, arising from customer satisfaction surveys and resulting NPS (Net Promoter Score), targeting identified focus areas.

Propose and deploy approved solutions and schemes to drive sales and enhance profitability, ensuring a dual focus on sales expansion and cost optimization.

Serve as a point of escalation and manage customer complaints/grievances effectively, intervening especially for key relationships.

Operational Effectiveness

Drive adoption of efficient business processes/operations across the Customer Lifecycle (Sourcing, Approval, Servicing, Collections).

Manage local distribution across channels, interfacing with senior/critical partners/stakeholders as required for smooth operations.

Drive process efficiencies and faster TATs through interfacing with stakeholders across processes and functions (Risk, Operations, Sales Governance) and efficient operations.

Drive high performance by reinforcing focus on business and sales growth objectives, effective client engagement, monitoring sales operations and productivity metrics, and providing support and guidance as required.

Drive the implementation of improved processes and best practices to enhance operational effectiveness, productivity, and overall business impact.

Cross-Selling across ABFSG Products

Drive activities and initiatives in the team as per the Cross-Selling strategy agreed with Territory Head (Sales) – ABCL.

Drive alignment to the adopted Cross-Selling strategy by supporting team members with requisite communication, training, and guidance as required.

Team and Internal Stakeholder Management

Guide and develop team members for enhanced customer acquisition and engagement efforts, helping them achieve superior performance standards and hand-holding where required.

Nominate teams for relevant technical and behavioral trainings/seminars and work on self-development initiatives.

Proactively liaise with internal stakeholders for smooth cross-functional coordination and alignment toward achievement of business objectives.

Portfolio & Risk Management

Work with the Risk, Operations, and Sales Governance teams to ensure adherence to risk management and control mechanisms.

Support risk and review processes through the credit approval process and by reviewing loan sanctioning, disbursement processes, and documentation to ensure controlled operations.

Review financial risk via analysis of city/location operations MIS and Data Analytics reports.

Drive compliant Sales Operations and sound risk management via partnership with Risk, Operations, and Sales Governance teams, along with necessary communication and guidance; drive timely PDD closures and collections.

As part of relationship maintenance with institutional customers, review reports on client accounts, business performance, etc., and liaise with Risk while guiding the team on delinquency cases.

Train and guide the team for alignment with adopted early alert strategies to reduce NPA risks and losses.

Ensure systematic MIS on NPAs and credit trends, providing inputs on possible risks that could impact portfolio quality.