Service Delivery Manager (DPO)

Job Description: Manager – Business Banking

Position Title

Manager – Business Banking

Department

Business Banking

Location

As per business requirement

Reports To

Senior Manager / Group Manager – Business Banking

Role Purpose

The Manager – Business Banking is responsible for driving business growth through the acquisition, management, and expansion of business banking relationships within the SME/MSME and Mid-Market segments. The role focuses on achieving business targets, managing customer relationships, assessing credit opportunities, and ensuring portfolio quality while delivering a superior customer experience.

Business Development & Customer Acquisition

• Identify and acquire new Business Banking customers across SME, MSME, and emerging business segments.
• Develop strong customer pipelines through referrals, market mapping, and networking activities.
• Achieve assigned targets for assets, liabilities, revenue, fee income, and profitability.
• Promote a comprehensive suite of business banking products and services.
• Drive cross-selling opportunities across lending, transaction banking, trade finance, and liability products.

Relationship Management

• Build and maintain strong relationships with existing and prospective customers.
• Understand client business models, financial requirements, and growth plans.
• Provide customized banking and financial solutions aligned to customer needs.
• Ensure effective customer servicing and timely resolution of issues.
• Drive customer retention and relationship deepening initiatives.

Credit & Portfolio Management

• Analyze financial statements and assess customer creditworthiness.
• Prepare and recommend credit proposals in accordance with the bank's policies and guidelines.
• Monitor portfolio performance and identify early warning signals.
• Work closely with Credit, Risk, and Operations teams for timely processing and approvals.
• Ensure portfolio quality and minimize delinquency levels.

Sales & Revenue Generation

• Meet monthly, quarterly, and annual business targets.
• Increase asset book, liability balances, and fee-based revenues.
• Maximize wallet share through cross-selling and upselling initiatives.
• Generate sustainable and profitable business growth within assigned markets.

Compliance & Risk Management

• Ensure adherence to KYC, AML, regulatory, and internal compliance requirements.
• Maintain complete and accurate customer documentation.
• Follow credit, operational risk, and audit guidelines.
• Ensure all transactions and customer interactions comply with organizational policies.

Market Intelligence & Business Planning

• Monitor market trends, industry developments, and competitor activities.
• Identify growth opportunities within assigned territories.
• Develop and execute territory-level business plans.
• Participate in local business events and networking activities to enhance market presence.

Stakeholder Management

• Collaborate with internal departments including Credit, Operations, Product, Service, and Compliance teams.
• Coordinate with branch teams and support functions to ensure seamless customer onboarding and servicing.
• Maintain effective communication with stakeholders to drive business outcomes.

Key Performance Indicators (KPIs)

• New customer acquisition
• Asset portfolio growth
• Liability mobilization
• Revenue and profitability achievement
• Fee income generation
• Cross-sell penetration
• Portfolio quality and delinquency management
• Customer retention and satisfaction
• Turnaround time for customer onboarding and credit proposals

Compliance and audit performance

Essential

• Bachelor's Degree in Commerce, Finance, Economics, Banking, Business Administration, or related field.

Preferred

• MBA / PGDM in Finance, Marketing, Banking, or related discipline.
• Certifications in Credit Analysis, Risk Management, Commercial Banking, or Financial Services.

Experience

• 5–8 years of experience in Banking and Financial Services.
• Minimum 3–5 years of relevant experience in Business Banking, SME Banking, Commercial Banking, Corporate Banking, or Relationship Management.
• Experience in handling business banking customers and credit products.
• Proven track record of achieving sales and portfolio growth targets.

Required Competencies

Functional Competencies

• Business Banking Products
• SME/MSME Banking
• Credit Assessment & Analysis
• Financial Statement Analysis
• Relationship Management
• Trade Finance & Working Capital Products
• Portfolio Management
• Sales & Business Development
• Risk & Compliance Knowledge

Behavioral Competencies

• Customer Centricity
• Result Orientation
• Relationship Building
• Negotiation Skills
• Communication & Presentation
• Problem Solving
• Analytical Thinking
• Planning & Execution
• Team Collaboration

Preferred Industry Background

• Public Sector Banks
• Private Sector Banks
• Foreign Banks
• Small Finance Banks
• NBFCs
• Financial Institutions focused on SME/MSME and Commercial Banking