POSITION DESCRIPTION

JOB TITLE	Assistant Customer Relationship Manager	GRADE	DM-II

DEPARTMENT	Micro Banking	LOCATION	Branch Name

SUB-DEPARTMENT		TYPE OF POSITION	Full-time

REPORTS TO	Branch Manager/CRM	REPORTING INTO	NA

Actively support acquisition of customers for Group Loans
Support conversion of existing borrowing customers for liabilities.
To facilitate undertaking of initiatives to retain and deepen relationship with existing customer for unsecured loans and for liabilities
Responsible to maintain process quality & ensures adherence to audit and compliance standards
Responsible to maintain Branch Documents
Responsible for Cross Selling
Responsible for overall business in absence of BM/CRM
To handle Cashier and BOO’s responsibility in their absence
Adherence to defined set of processes and circulars
Timely disbursement of sanctioned loans

FINANCIAL SIZE

NON-FINANCIAL SIZE

Business/ Financials

Responsible to support the sales plans for the branch for MB unsecured and secured loans
To assist setting weekly/monthly targets for the team, reviews the set targets on a regular basis
Responsible to support acquisition of new GL customers; conversion of customers from unsecured to secured loans (Where Applicable)
Guide the CROs to enable conversion of existing borrowing customers for liabilities
Support 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.
Responsible for the overall Branch Liabilities Target and cross selling targets

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 and facilitate 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 the defined process
Ensure CROs deposits Centre meeting cash at the nearest or collocated BCs
Ensures that 100% loan utilization check is conducted by the CRO within 7 days from the day of disbursement.
Daily Monitoring of form pendency and ‘Till balance’
To maintain smoothly operation of Branch activities in coordination with Cashier & CCR Desk
Responsible for timely BOD, COB and EOD Process
Should be compatible with Financial Software application Like Br.net, Finacle etc.
Providing potential leads to other secured and unsecured verticals

Learning & Innovation

Coach the branch staff on unsecured loans products to support achieving 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	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 Branch Operations Team State HR Credit Audit Vigilance and compliance	Customers

description

IJP - GL - Assistant Customer Relationship Manager (UB-MGL-SMGL-ACRM)