- Job Purpose: Write the purpose for which the job exists (in 2-3 lines)
This role is responsible for on-time-in-full end-to-end service delivery for all Housing Finance customer who are present at the various branches of Aditya Birla Housing Finance Limited. Currently present in 38 locations, Aditya Birla Housing Finance Limited will expand to nearly 100 locations in next 1 year. The primary responsibility of these service executives is to attend to walk-in customers of all LOBs (not restricted to Retail assets) including those belonging to other Aditya Birla Capital businesses. Apart from walk-ins in the branch, they are also tasked with end-to-end resolution of all types of queries, requests and complaints received through all other channels like phone, email, social media and chat which is pertaining to its respective branch or region.
- Planning & Execution: Participate in creating branch experience strategy of organization; be responsible for end-to-end execution through team of Asset service desk executives
- Branch Walk-in: Ensure acceptance of all walk-in customer requests on CRM and resolve on straight-through-processing basis or by necessary back-end coordination
- Channel Service Delivery: Attend to & resolve service requests for customers pertaining to the branch/region received through other channels like Phone, Email and Web Portal
- Quality & Efficiency: Ensure adherence to SLA parameters and productivity levels of ASDs
Customer Advocacy:
Responsible for branch service NPS scores measured via Mission Happiness
- Dimensions: Mention quantitative or qualitative parameters that are relevant for the job and provide a better understanding of the scope and scale of the job.
Business Workforce Number
Unit Workforce NumberFunction Workforce NumberDepartment Workforce NumberOther Quantitative and Important Parameters for the job: Budgets/ Volumes/No. of Products/Geography/ Markets/ Customers or any other parameter
- Job Context & Major Challenges: Write the specific aspects of the job that provide a challenge (internal and external) to the jobholder in the context of the Business/Unit/Function/Department/Section
Organizational Context
Key Aspects
- Part of the Aditya Birla Capital Limited, 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 has grown at a steady rate 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 segments like Affordable 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 is poised for rapid growth and plans to grow 5X (40,000 Cr) in the next 5 years. This shall take ABHFL within the top 5 percentile of HFCs in the country.
Job Context
The 3 rd pillar of Aditya Birla Finance Limited’s Q360++ mission – Quality of Customer Experience – is driven by the Customer Service Function. The branch footprint is also going to increase to 100 cities. The nature of the product and transactions often mandates customers to visit branches and submit physical copies of documents along with submitting various other types of requests such as ROI revision, statements, KYC changes, Loan mandate updates, part payment, repayment and closure. Apart from branches, the exponential rise in retail customers will cause a surge of service requests from traditional channels like email and phone and from new age channels like social media, web portal and chat. All of these would need to be resolved on-time-in-full to meet the growing expectations of customers. So branch servicing model aims to solve both categories – walk-in requests and those from channels – in a cost efficient way.
Key Challenges
- Understanding customer nature: Diverse customer expectations require intuitive understanding of the customer nature;
- Collaboration: Continuous coordination with various teams and systems to synergize in a manner to provide quality resolutions to the customer.
- Analysis of Internal Processes: Continuous checking of internal processes and proactively initiate structural improvements in the system.
- Systems Building: Understand the customer’s online requirements and ensure our systems are capable of delivering the requirement. Also enable continuous systems building by analyzing customer feedback.
- Escalation Management: Ensure all the customer requests are closed in a timely manner to avoid escalations to Senior Management or Regulatory authorities. This would require the candidate to understand the nature of the request, ideal time to be taken to resolve it and approach the seniors wherever necessary.
- People Management: Manage a team of Service Desk officers, their productivity, their audit scores and their career paths.
Enabling Skill Sets & Qualifications
- Critical skills required for this role are thorough understanding of business processes, understanding of products. Attention to details.
- Must have a sharp business development focus and demonstrate innovative approaches.
- Must be results oriented and move fast to meet customer needs.
- Excellent communication skills (written and verbal), interpersonal skills, team building skills with a customer centric approach.
The education & experience required to meet this profile is a post graduate candidate with 10-12 years of team handling experience in customer service from banking or NBFC side
- Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)
Key Result Areas
Supporting ActionsManaging all Walk in customer query
- Attending the customer walking
- Timely query resolution
- Immediate CRM raising and assignment/ resolution for all the queries
- Attending clients escalations and liaising with local sales, credit and ops to resolve th queries
Recording queries, requests and complaints on CRM
- Recording all the queries complaints in the CRM
- Regular follow up with the respective teams to get the queries resolved on the time
MIS & reporting
- Ensuring seamless low of information on case resolution and assignments through MIS and dashboards
- Job Purpose of Direct Reports: Describe the job purpose of the direct report/s to the job (in 2-3 lines for each report)
NA
- Relationships: Describe the nature and purpose of most important contacts or relationship (except superior/team members) with individuals, departments, organizations inside and outside of the organization, that job is required to interact with in order to deliver the job objectives
Relationship Type
Frequency
Nature
Internal
Zonal Lead ServiceHead Customer ServiceSales, Operations, IT, CreditDailyMonthlyOngoingReporting and escalations.ReviewsRequest fulfilment, escalations
External
CustomersNeed basedQuery resolution
- Organizational Relationships: Provide the structure for a level above and below the position for which this job description is written. Use position titles in the structured and indicate all the reports of the position.
