Customer Relationship Manager

ROLEPURPOSE & OBJECTIVE

• Activelydrive acquisition of customers for unsecured loans (GL andunsecured IL).
• Enableconversion of existing borrowing customers for liabilities.
• Ensurethat Family banking products are actively cross sold to familymembers and referrals of existing customer.
• Undertakeinitiatives to retain and deepen relationship with existingcustomer for unsecured loans and for liabilities
• Maintains process quality & ensures adherence to internal audit standards.
• Management of all the reporting staff.
• Closure of Audit points and maintaining threshold on "Needs Improvement" and "Unsatisfactory" branches.
• Timely disbursement of sanctioned loans.

KEYDUTIES & RESPONSIBILITIES OF THE ROLE

• Monitorsbranch performance in MB unsecured and secured loans along withACRM
• Responsiblefor acquiring new GL customers; conversion of customers fromunsecured to secured loans
• Keyperson for scaling up Family Banking in branch. Executes thesales plans for the branch for acquisition of accounts and termdeposits for family member and referrals of group loan andunsecured individual loan customers
• Setweekly/monthly targets for the team, reviews the set targets on aregular basis
• Guidethe CROs to enable conversion of existing borrowing customers forliabilities
• Executethe marketing initiatives designed by products & marketingdepartment
• Assessthe market potential and give feedback on product modificationand new product development to the regional product teams
• Shareinsights on competitor products to the regional product/marketingteams

• Ensurecustomers and CROs are educated about the unsecured loans andliabilities products offered by Ujjivan
• Resolvecustomer queries/grievances (pertaining to GL, unsecured IL,liabilities) escalated from the CROs within specified time frame

• Overseecollection of documents for account opening in strict adherenceto KYC norms
• Keepabreast of the changes in policies and guidelines by RBI, ensureshis/her team is educated on the changes to ensure strictadherence
• Responsiblefor correct storage of client information and any otherdocumentation inclusive internal reports, memos etc.
• Overseefollow-ups with overdue customers to collect the payments
• Conductcustomer house visits, cross verify the documents and details inthe Customer Profile forms (CPF) and Loan Application forms(LAF), conduct Group Recognition Training (GRTs)
• Performvisits to the Center meetings to check whether they are as perscheduled time and day.
• Ensure CROs deposit center meeting cash at the nearest or collocated BCs.
• Timely disbursement of sanctioned loans
• closure of Audit points and Maintaining threshold on "Needs Improvement" and Unsatisfactory" branches.
• Implementation of products pertaining to Government business.
• To ensure adherence to minimum number of House visits and center visits for the month.

• Coachthe branch staff on unsecured loans products to drive targets andsupport them in conversion of existing customers for depositproducts
• Resolvequeries and escalations from the team in a well-defined timeframe
• Ensureadherence to training man-days/ mandatory training programs forself and reportees
• Ensure goal-setting, midyear -review and annual appraisal process happens within specified timelines for self and reportees
• Monitor timely completion of mandatory courses of the staff
• Monitor timely completion of mandatory annual leave of the staff.

MINIMUMREQUIREMENTS OF KNOWLEDGE & SKILLS

• Graduatein Commerce/Business/Economics or related subjects with goodanalytical and sales skills to be considered.

• Preferredexperience of 2-4 years in banking, sales or collection
• 2-4years of experience in MFI sales & team handling experience

• NA

• Knowledgeon unsecured products
• BasicComputer knowledge (MS Office, Outlook) / Ease of technologyusage
• Basicknowledge of accounting and finance administration desirable
• Isfluent in the local languages and has a working knowledge ofEnglish
• Knowledgeof KYC/AML norms and other guidelines for liabilities

• Multipleproduct selling skills
• Willingnessto travel & relocation as per business requirements andcareer opportunities
• Interpersonalskills
• Abilityto interface (orally and in writing) with all levels ofassociates and customers
• Abilityto manage teams and drive performance
• Trainingskills

• BuildingRelationship
• DrivingChange
• Planning& Organizing
• Collaboration