oProviding housing finance (to buyers), Loan against Property, Commercial Property Purchase, Lease Rental Discounting and Construction Finance (to builders) solutions, ABHFL caters to a diverse range of customer segments through its various service offerings. Additionally, being predominantly retail driven, the business is characterized by high volume of loan transactions and customer relationships.
As a result, ABHFL business performance is strongly impacted by people, process and organizational efficiencies, alongside core business drivers such as product/ solution quality, channel and customer relationship management and risk management. oWhile unit of sizing up the business is its loan book size, profitability and minimized delinquency are also key business objectives. oHigher cost of funding impacts profitability as well as competitiveness of loan rates that can be offered to clients oFor retail customers, identifying and acting on relevant needs for target demographics/ customer segments/ etc. , in an efficient manner ensuring process, statutory and regulatory compliance at all times, are key for building business performance and sustainability. oFor institutional/ builder customers, understanding and addressing complex business requirements via proactive relationship management and customized solution fitment, while ensuring compliance at all times, are important to gain competitive advantage in this segment. oThe AH (Sales) ABHFL is responsible for achieving sales targets as agreed with the RH (Sales) ABHFL, in terms of targeted book size, profitability, growth & customer service objectives. Key Challenges oTo create a sales operating plan with the team, considering local factors impacting business, such as competitor presence, existing relationships, new prospect opportunities, etc. , aimed at achieving sales targets
Key Result Areas KRA (Accountabilities) (Max 1325 Characters) Supporting Actions (Max 1325 Characters) KRA1 Branch Sales Planning & Management oWork with RH (Sales) - ABHFL on devising the branch sales plan and team approach for achieving targets, considering product-environmental factors, competitive forces and local trends, and cascade the same to the branch team(s)
oTrack industry and market developments, scanning the local market and competitive offerings on a periodic basis oOversee end to end branch operations and KRA2 performance, covering all aspects such as sourcing, effectiveness, governance, productivity, channel management, etc. oReport on and direct teams basis emerging trends and opportunities oManage day-to-day branch operations and administration Provide data for, compile and review periodic MIS reports for disbursements, profitability, NPAs, market expansion, etc. and communicate to RH (Sales) - ABHFL as well as to team members KRA3 Customer Acquisition/ Engagement oIdentify local business growth opportunities, drive expansion and new customer acquisition initiatives to create a book of targeted size oWork closely with team members, hand-holding critical/ complex transactions to ensure favourable closure with customer satisfaction oCommunicate sales targets and provide team members clarity on business goals, role expectations, product characteristics and USPs to enhance effectiveness of sales efforts oTrack cases in the complaint tracker/ escalations received, liaising with relevant stakeholders as required to drive satisfactory closure KRA4 oDeploy efforts/ initiatives in consultation with RH (Sales) ABHFL, arising from customer satisfaction survey and resulting NPS (Net Promoter Score), targeting identified focus areas oPropose and deploy approved solutions and schemes to drive sales and enhance profitability, ensuring 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 KRA5 Operational Effectiveness oTo drive adoption of efficient business processes/ operations across the Customer Lifecycle (Sourcing, Approval, Servicing, Collections) oManage local distribution across channels, interfacing with senior/ critical partners/ stakeholders as required for smooth operations oDrive process efficiencies and faster TATs through interfacing with stakeholders across processes and functions (Risk, Operations, Sales Governance) and efficient operations oDrive 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 in order to enhance operational effectiveness, productivity and overall business impact KRA6 Team and Internal Stakeholder Management oGuide and develop team members for enhanced customer acquisition and engagement efforts, helping them achieve superior performance standards and hand-holding where required oNominate 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 towards achievement of business objectives
