- The purpose of this job is to plan area (city/ branch) sales and business growth with the Regional Head (Sales) and achieve set targets through the team while complying with sales processes and guidelines at all times
- It takes joint approval decisions with Risk counterpart as per approval matrix, and works with Risk, Operations and Sales Goverce teams to ensure portfolio health
- It works to support business profitability by addressing underperformance, adopting process improvements, capitalizing on channel optimization opportunities, etc It intervenes as required in specific cases/ exceptions and helps address bottlenecks for the achievement of sales targets, hand-holding team members on complex cases
- It also drives cross-selling across ABHFL and ABFSG products/ solutions as per regional plans and unique client requirements
Key Aspects:
oPart of the Aditya Birla Ficial Service Group (ABFSG), Aditya Birla Housing Fice Limited (ABHFL) is registered with the National Housing Bank as a housing fice company under the National Housing Bank Act, 1987. The company offers a complete range of housing fice solutions such as home loans, home improvement and home construction loans, balance transfer and top-up loans, loans against property and construction fice. The company acquired its license on 9th July 2014 and has aggressive growth plans. oABHFL operates in the Rs. 11.4 trillion Indian Housing Fice market, which has grown at a steady rate of 17% CAGR over the last 3 years while reporting good asset quality despite challenges in the operating environment. While the industry is dominated by five large groups, there has been an emergence of newer entrants in niche segments like affordable housing and self-employed borrowers, given the high potential in these segments. Despite increased focus by banks, HFCs have been able to maintain their share in the mortgage market and has remained stable at ~37% as on December 2015. oThe ABHFL Sales organization works broadly with 3 customer segments retail (individual) customers, institutional customers (for retail and institutional loan consumers) and builders (for both retail tie-ups and construction fice), with a major share of the business coming from retail customers. Client segments can also be divided into Salaried and Self employed, with both of these having very different preferences and needs. Job Context
Key Aspects:
- oProviding housing fice (to buyers), Loan against Property, Commercial Property Purchase, Lease Rental Discounting and Construction Fice (to builders) solutions, ABHFL caters to a diverse range of customer segments through its various service offerings.
- Additionally, being predomitly 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 we'll 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, goverce, 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 we'll 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 Goverce) 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
