Job Purpose
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 Governance 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.
Job Context & Major Challenges
Organizational Context
Key Aspects:
- Part of the Aditya Birla Financial Service Group (ABFSG), Aditya Birla Housing Finance Limited (ABHFL) is registered with the National Housing Bank as a housing finance company under the National Housing Bank Act, 1987. The company offers a complete range of housing finance solutions such as home loans, home improvement and home construction loans, balance transfer and top-up loans, loans against property and construction finance. The company acquired its license on 9th July 2014 and has aggressive growth plans.
- ABHFL operates in the Rs. 11.4 trillion Indian Housing Finance 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.
- The 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 finance), 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:
- Providing 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.
- While unit of sizing up the business is its loan book size, profitability and minimized delinquency are also key business objectives.
- Higher cost of funding impacts profitability as well as competitiveness of loan rates that can be offered to clients
- For 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.
- For 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.
- The 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
- To 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 o Work 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)
- Track industry and market developments, scanning the local market and competitive offerings on a periodic basis
- Oversee end to end branch operations and
KRA2 performance, covering all aspects such as sourcing, effectiveness, governance, productivity, channel management, etc.
- Report on and direct teams basis emerging trends and opportunities
- Manage 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 o 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 favourable 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
KRA4 o Deploy efforts/ initiatives in consultation with RH (Sales) – ABHFL, arising from customer satisfaction survey and resulting NPS (Net Promoter Score), targeting identified focus areas
- Propose 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 o To 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 in order to enhance operational effectiveness, productivity and overall business impact
KRA6 Team and Internal Stakeholder Management o 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 towards achievement of business objectives
