Territory Head - Retail Secured - Mangalore

• Track industry and market developments, scanning the local market and competitive offerings on a periodic basis
• Oversee end to end branch operations and performance, covering all aspects such as sourcing, effectiveness, governance, productivity, channel management, etc.
• Track & report on sales operations and productivity metrics, and work towards building a high-performance sales culture
• Manage day-to-day branch operations and administration
• Provide data for, compile and review periodic MIS reports for disbursements, profitability, NPAs, market expansion, etc. and communicate to Circle Head (Sales) - ABFL as well as to team members

• o Identify local business growth opportunities, drive expansion and new customer acquisition initiatives to create a book of targeted size
• o Work closely with team members, hand-holding critical/ complex transactions to ensure favorable closure with customer satisfaction
• o Communicate sales targets and provide team members clarity on business goals, role expectations, product characteristics and USPs to enhance effectiveness of sales efforts
• o Track cases in the complaint tracker/ escalations received, liaising with relevant stakeholders as required to drive satisfactory closure
• o Deploy efforts/ initiatives in consultation with Circle Head (Sales) – ABFL, arising from customer satisfaction survey and resulting NPS (Net Promoter Score), targeting identified focus areas
• o Propose and deploy approved solutions and schemes to drive sales and enhance profitability, ensuring dual focus on sales expansion and cost optimization
• o Serve as a point of escalation and manage customer complaints/ grievances effectively, intervening especially for key relationships

• To drive adoption of efficient business processes/ operations across the Customer Lifecycle (Sourcing, Approval, Servicing, Collections)
• Manage local distribution across channels, interfacing with senior/ critical partners/ stakeholders as required for smooth operations
• Drive process efficiencies and faster TATs through interfacing with stakeholders across processes and functions (Risk, Operations, Sales Governance) and efficient operations
• Drive high performance by reinforcing focus on business and sales growth objectives, effective client engagement, monitoring sales operations and productivity metrics, and providing support and guidance as required
• Drive the implementation of improved processes and best practices in order to enhance operational effectiveness, productivity and overall business impact

• Drive alignment to the adopted Cross-Selling strategy by supporting team members with requisite communications, training, guidance, etc. as required

• Nominate teams for relevant technical and behavioral trainings/ seminars and work on self development initiatives
• Proactively liaise with internal stakeholders for smooth cross-functional coordination and alignment towards achievement of business objectives.

• Support risk and review process through the credit approval process and by reviewing the loan sanctioning, disbursement process and documentation to ensure controlled operations
• Review financial risk via analysis of city/ branch operations MIS and Data Analytics reports
• Drive compliant Sales Operations and sound risk management via partnership with Risk, Operations and Sales Governance teams, and necessary communication and guidance; drive timely PDD closures and collections
• As part of Relationship Maintenance with institutional customers, review reports on client accounts, business performance, etc. and liaise with Risk while guiding team on delinquency cases
• Train and guide the team for alignment with adopted early alert strategies to reduce NPA risks and losses
• Ensure systematic MIS on NPAs and credit trends, providing inputs on possible risks that could impact portfolio quality

Aditya Birla Group