Location Manager - Retail - Secured - Shimla

Job description

Job Purpose Branch Sales Planning & Management • Work with Territory Head (Sales) – ABCL on devising the location sales plan and team approach for achieving targets, considering product-environmental factors, competitive forces, and local trends, and cascade the same to the location team(s). • Track industry and market developments, scanning the local market and competitive offerings on a periodic basis. • Oversee end-to-end location operations and performance, covering all aspects such as sourcing, effectiveness, governance, productivity, channel management, etc. • Track and report on sales operations and productivity metrics, and work towards building a high-performance sales culture. • Manage day-to-day location operations and administration. • Provide data for, compile, and review periodic MIS reports for disbursements, profitability, NPAs, market expansion, etc., and communicate the same to Territory Head (Sales) – ABCL as well as team members. Customer Acquisition / Engagement • Identify local business growth opportunities, drive expansion and new customer acquisition initiatives to create a book of targeted size. • Work closely with team members, hand-holding critical/complex transactions to ensure favorable closure with customer satisfaction. • Communicate sales targets and provide team members clarity on business goals, role expectations, product characteristics, and USPs to enhance effectiveness of sales efforts. • Track cases in the complaint tracker/escalations received, liaising with relevant stakeholders as required to drive satisfactory closure. • Deploy efforts/initiatives in consultation with Territory Head (Sales) – ABCL, arising from customer satisfaction surveys and resulting NPS (Net Promoter Score), targeting identified focus areas. • Propose and deploy approved solutions and schemes to drive sales and enhance profitability, ensuring a dual focus on sales expansion and cost optimization. • Serve as a point of escalation and manage customer complaints/grievances effectively, intervening especially for key relationships. Operational Effectiveness • 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 to enhance operational effectiveness, productivity, and overall business impact. Cross-Selling across ABFSG Products • Drive activities and initiatives in the team as per the Cross-Selling strategy agreed with Territory Head (Sales) – ABCL. • Drive alignment to the adopted Cross-Selling strategy by supporting team members with requisite communication, training, and guidance as required. Team and Internal Stakeholder Management • Guide and develop team members for enhanced customer acquisition and engagement efforts, helping them achieve superior performance standards and hand-holding where 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 toward achievement of business objectives. Portfolio & Risk Management • Work with the Risk, Operations, and Sales Governance teams to ensure adherence to risk management and control mechanisms. • Support risk and review processes through the credit approval process and by reviewing loan sanctioning, disbursement processes, and documentation to ensure controlled operations. • Review financial risk via analysis of city/location operations MIS and Data Analytics reports. • Drive compliant Sales Operations and sound risk management via partnership with Risk, Operations, and Sales Governance teams, along with 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 the 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.