Branch Sales Planning & Management o Work with Territory Head (Sales) - ABFL on devising the branch sales plan and team approach for achieving targets, considering product-environmental factors, competitive forces and local trends, and cascade the same to the branch team(s)
o Track industry and market developments, scanning the local market and competitive offerings on a periodic basis
o Oversee end to end branch operations and performance, covering all aspects such as sourcing, effectiveness, governance, productivity, channel management, etc.
o Track & report on sales operations and productivity metrics, and work towards building a high-performance sales culture
o Manage day-to-day branch operations and administration
o Provide data for, compile and review periodic MIS reports for disbursements, profitability, NPAs, market expansion, etc. and communicate to Territory Head (Sales) - ABFL as well as to team members
Customer Acquisition/ Engagement 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 Territory 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
Operational Effectiveness o To drive adoption of efficient business processes/ operations across the Customer Lifecycle (Sourcing, Approval, Servicing, Collections)
o Manage local distribution across channels, interfacing with senior/ critical partners/ stakeholders as required for smooth operations
o Drive process efficiencies and faster TATs through interfacing with stakeholders across processes and functions (Risk, Operations, Sales Governance) and efficient operations
o 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
o Drive the implementation of improved processes and best practices in order to enhance operational effectiveness, productivity and overall business impact
Cross-Selling across ABFSG products o Drive activities and initiatives in the team as per Cross-Selling strategy agreed with Territory Head (Sales) - ABFL
o Drive alignment to the adopted Cross-Selling strategy by supporting team members with requisite communications, training, guidance, etc. as required
Team and Internal Stakeholder Management o Guide and develop team members for enhanced customer acquisition and engagement efforts, helping them achieve superior performance standards and hand-holding where required
o Nominate teams for relevant technical and behavioral trainings/ seminars and work on self development initiatives
o Proactively liaise with internal stakeholders for smooth cross-functional coordination and alignment towards achievement of business objectives.
Portfolio & Risk Management o Work with the Risk, Operations and Sales Governance teams to ensure adherence to risk management and control mechanisms
o Support risk and review process through the credit approval process and by reviewing the loan sanctioning, disbursement process and documentation to ensure controlled operations
o Review financial risk via analysis of city/ branch operations MIS and Data Analytics reports
o 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
o 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
o Train and guide the team for alignment with adopted early alert strategies to reduce NPA risks and losses
o Ensure systematic MIS on NPAs and credit trends, providing inputs on possible risks that could impact portfolio quality