Customer Relationship Manager

1. 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

2. 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.

3. SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

• Portfolio Managed- < 20 Cr

• Volume of recruitment- < 10 Staff - changes as per branches allotted. (Direct & Indirect)

• No. of products served- Group Loan, Individual Loan, CASA, TD and TPP products

4. KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/ Financials

• Monitors branch performance in MB unsecured and secured loans along with ACRM

• Responsible for acquiring new 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.

5. 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