State Head-Cross Sell (SME Loans)

Job Requirements

Primary Responsibilities

• Ensure all customer queries are addressed and resolved within defined Turnaround Time (TAT).
• Drive productivity across branches, focusing on metrics such as average handling time and first contact resolution.
• Promote channel migration to improve operational efficiency.
• Maintain low attrition levels within the team.
• Enhance Transaction Net Promoter Score (NPS) through superior service delivery.
• Lead cross-sell initiatives to maximize product penetration and revenue.
  

• Monitor and report on performance metrics regularly.
• Collaborate with internal stakeholders to implement customer experience strategies.
• Support training and development initiatives to upskill team members.
• Identify process improvement opportunities and implement best practices.
  

• Graduation: Full time graduate in any discipline from a recognised institution.
• Post-graduation: Post-graduate (ideally MBA in Finance) from a recognised institution.
  

Experience

• Minimum of 5 years of relevant experience in customer experience, retail assets, or SME business operations within BFSI industry.
• Proven track record in managing teams and driving cross-sell initiatives.
  

• Strong leadership and managerial capabilities.
• Excellent communication and interpersonal skills.
• Analytical mindset with a focus on data-driven decision-making.
• Ability to manage multiple priorities and deliver results under pressure.
• Customer-centric approach with a passion for service excellence.