Branch Manager Trainees (Kerala Only)

KEY RESPONSIBILITIES

Operational Governance

• Cascade and communicate branch targets across product portfolio, create a daily plan for numbers/targets to be achieved and monitor performance to ensure the branch P&L is delivered.

• Generate branch revenue and grow the ticket size of gold loans as well as third party products of Muthoot FinCorp.

• Research local market conditions and trends, proactively scan for opportunities, identify prospective sales and expansion opportunities to meet business goals and metrics.

• Monitor sales targets and budgets, review branch performance and publish daily/weekly/monthly reports.

• Ensure timely interest collection and recovery of over dues and asset quality in the branch.

• Ensure operational efficiency and deliver exceptional customer service while ensuring strict adherence to policies and procedures.

• Monitor day to day operations of the branch, allocate resources and take appropriate security measures to ensure safety of strong room and gold lockers.

• Verify customer related documentation, KYC etc. and approve/sign off on customer application for gold loans.

• Oversee all procedural and legal requirements related to gold auction, returns, notices, etc.

Business Development

• Leverage market insights to develop, plan and drive branding efforts in alignment with branch/customer requirements and budget.

• Organize marketing/branding activities and events for the branch, maintain relationship with existing and potential customers,

• Establish network and maintain relationship with existing and potential customers including high value customers to enhance branch presence and reputation of Muthoot FinCorp.

• Driver broader product portfolio and ensure that customers are made aware of the breadth of offerings from Muthoot Fincorp

Performance Monitoring

• Participate in branch scorecard reviews with the Area Manager to discuss overall branch performance, budgets, targets, operational challenges, issues, etc. and identify changes or interventions required.

• Review the achievements of team members, identify improvement areas and provide guidance, suggestions etc. to enhance individual performance.

Customer Relationship

• Address customer queries, grievances, escalations etc. and ensure resolution to deliver customer delight.

• Interact with customers on a regular basis to ensure satisfaction and gain useful feedback.

• Engage with customers to identify their needs and suggest suitable products that can benefit the customer.

Stakeholder Management

• Manage relationships with landlords, negotiate and secure rental agreements.

• Interact with internal stakeholders such as customer service, collections, sales team to seek/provide support to drive higher sales, on-time collections and for smooth functioning of the branch.

• Monitor all HR related activities and support speedy resolution of HR related complaints and queries in consultation with regional/corporate HR.

• Liaison with external agencies such as police, advocates for resolving customer related issues, litigations, and other statutory issues.

Team Management

• Conduct goal setting for the team and provide required training/capability related support to ensure targets are achieved on monthly basis.

• Identify best practices/ R&R ideas, recognize employee achievements, and encourage excellence in the work environment.

• Participate in hiring process to identify the right talent for positions in the branch.

• Organize on the job training, roll out training programs for branch personnel and ensure they possess the level of product knowledge necessary to effectively promote/sell Muthoot's products and services.

• Supervise, train and mentor the branch team and build an environment where they constantly improve and learn.

Compliance

• Uphold the vision & values of the organization, ensure adherence to Manual of Instructions, regulatory and statutory guidelines, and maintenance of records, assets, statutory registers, etc.

• Ensure prompt intimation of incidents/fraudulent activities and maintain updated data on status of such cases through IMS.

KEY CHALLENGES

• Retention of employees in a highly competitive environment

• Promotion and sales of multiple financial services beyond gold loans

• Engaging with support functions to effectively address and resolve issues.

KEY DECISIONS TAKEN

• Sign-off on all gold loan applications

• Setting up of marketing calendar, plan for sales and promotional activities in the branch.

• Hiring, retention and other people related decisions.

KEY INTERACTIONS

Internal Stakeholders External Stakeholders

• AM: For review of operational performance and approvals

• SULB: For credit checks, collections, and disbursements.

• NBPS: For lead management, conversion, and for EXIM products gold, mutual funds, insurance etc.

• Marketing: For branding and promotions related products/services (including ATL & BTL)

• Key customers and relationships.

• Eco-system partners including associations, traders, communities, Self Help Groups, NGOs etc.

• Regulatory bodies for compliance related matters.

• External vendors (Landlords, service vendors, architects, etc.) for infrastructure upkeep, contract negotiations and smooth operation of

• Legal: For compliances and legal related issues such as landlords, customer compliances, litigations etc.

• Audit: For gold inspection, branch ratings, corrective actions & regulatory compliances (branch auditors)

• Finance: For branch scorecards, P&L, expenses, and day-to-day financial transactions, reporting etc.

• Other support functions like HR, IT, Admin, etc. for administrative approvals, hiring, onboarding, training, collection related issues and support for day-to-day operations, and driving key initiatives.

• Internal Team: AM, CSE, BDE for operational matters, and support branches.

• Integrity and professional code of conduct

EDUCATION / EXPERIENCE

Minimum Qualification:

MBA Freshers in Sales & Marketing

Role: Branch ManagerIndustry Type: NBFC (Micro Finance)Department: BFSI, Investments & TradingEmployment Type: Full Time, PermanentRole Category: Banking Operations