POSITION DESCRIPTION JOB TITLE : Customer Relationship Manager GRADE : M DEPARTMENT : Micro Banking LOCATION : Branch name SUB-DEPARTMENT : TYPE OF POSITION : Full-time REPORTS TO : Area Manager/ Senior Area Manager REPORTING INTO ACRM, LO/Senior LO, FIO, CRO
ROLE PURPOSE & OBJECTIVE
Actively drive acquisition of customers for unsecured loans (GL and unsecured IL).
Enable conversion of existing borrowing customers for liabilities.
Ensure that Family banking products are actively cross sold to family members and referrals of existing customer.
Undertake initiatives to retain and deepen relationship with existing customer for unsecured loans and for liabilities
Maintains process quality & ensures adherence to internal audit standards.
Management of all the reporting staff.
Closure of Audit points and maintaining threshold on 'Needs Improvement' and 'Unsatisfactory' branches.
Timely disbursement of sanctioned loans.
SIZE OF THE ROLE
FINANCIAL SIZE
NON-FINANCIAL SIZE
Portfolio Managed- Volume of recruitment- No. of products served- Group Loan, Individual Loan, CASA, TD and TPP products
KEY DUTIES & RESPONSIBILITIES OF THE ROLE Business/ Financials
Monitors branch performance in MB unsecured and secured loans along with ACRM
Responsible for acquiring recent GL customers; conversion of customers from unsecured to secured loans
Key person for scaling up Family Banking in branch. Executes the sales plans for the branch for acquisition of accounts and term deposits for family member and referrals of group loan and unsecured individual loan customers
Set weekly/monthly targets for the team, reviews the set targets on a regular basis
Guide the CROs to enable conversion of existing borrowing customers for liabilities
Execute the marketing initiatives designed by products & marketing department
Assess the market potential and give feedback on product modification and new product development to the regional product teams
Share insights on competitor products to the regional product/marketing teams
Customer
Ensure customers and CROs are educated about the unsecured loans and liabilities products offered by Ujjivan
Resolve customer queries/grievances (pertaining to GL, unsecured IL, liabilities) escalated from the CROs within specified time frame
Internal Process
Oversee collection of documents for account opening in strict adherence to KYC norms
Keep abreast of the changes in policies and guidelines by RBI, ensures his/her team is educated on the changes to ensure strict adherence
Responsible for correct storage of client information and any other documentation inclusive internal reports, memos etc.
Oversee follow-ups with overdue customers to collect the payments
Conduct customer house visits, cross verify the documents and details in the Customer Profile forms (CPF) and Loan Application forms (LAF), conduct Group Recognition Training (GRTs)
Perform visits to the Center meetings to check whether they are as per scheduled time and day.
Ensure CROs deposit center meeting cash at the nearest or collocated BCs.
Timely disbursement of sanctioned loans
closure of Audit points and Maintaining threshold on 'Needs Improvement' and Unsatisfactory' branches.
Implementation of products pertaining to Government business.
To ensure adherence to minimum number of House visits and center visits for the month.
Learning & Innovation
Coach the branch staff on unsecured loans products to drive targets and support them in conversion of existing customers for deposit products
Resolve queries and escalations from the team in a well-defined timeframe
Ensure adherence to training man-days/ mandatory training programs for self and reportees
Ensure goal-setting, midyear -review and annual appraisal process happens within specified timelines for self and reportees
Monitor timely completion of mandatory courses of the staff
Monitor timely completion of mandatory annual leave of the staff.
MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS
Educational
Qualifications
~ Graduate in Commerce/Business/Economics or related subjects with good analytical and sales skills to be considered.
Experience
Preferred experience of 2-4 years in banking, sales or collection
2-4 years of experience in MFI sales & team handling experience
Certifications
~ NA
Functional Skills
Knowledge on unsecured products
Basic Computer knowledge (MS Office, Outlook) / Ease of technology usage
Basic knowledge of accounting and finance administration desirable
Is fluent in the local languages and has a working knowledge of English
Knowledge of KYC/AML norms and other guidelines for liabilities
Behavioral Skills
Multiple product selling skills
Willingness to travel & relocation as per business requirements and career opportunities
Interpersonal skills
Ability to interface (orally and in writing) with all levels of associates and customers
Ability to manage teams and drive performance
Training skills
Competencies Required
Building Relationship
Driving Change
Planning & Organizing
Collaboration
KEY INTERACTIONS
INTERNAL
EXTERNAL
Liabilities sales team
MB product team
Branch Operations Team
State HR
Credit
Audit
Vigilance and compliance
House visits to loan customers
PREPARED BY: Micro Banking Team
DATE: 23-01-2025
REVIEWED BY: Abhishek Kumar
DATE: 23-01-2025
LAST UPDATED BY: TM Team