Job Details

Business

• Responsible for retail loans to branch banking customers in his cluster
• Monitor the budgets for the retail loans are met with no backlogs
• Manage portfolio quality across the various cities where Retail Loans have been marketed
• Identify and expand the portfolio to branches based on comprehensive market research
• Ensure that Loan Officers – Retail Loans are managing the collection of each clusters on a day to day basis and ensure that the follow-up for over dues. Immediately first through Loan Officers, Collection Officers and then personally

Customer

• Ensuring that all channels are utilized to best efficiency so as to make the customer journey seamless
• Implementing the assisted to self-service goal down the line so that customers are eventually moved to self service
• Ensuring best in class TAT and address any queries that may be raised by the customers for availing loans
• Ensuring that any service complaints are resolved in a timely manner
• Training down the line staffs to treat Customers with respect and providing complete disclosure of terms and conditions
• Dipstick surveys with customers to understand the product needs of customer and modifying the products accordingly

Internal process

• Conversion of all form based processing to digital process, with minimal documentation
• Ensuring technology caters to the mass market segment of customers
• Ensuring there is sufficient pipeline of forms for processing
• Timely training to staff so as to ensure product knowledge, change in processes are communicated in a timely manner downwards
• Handling any disciplinary issues pertaining to the Retail Loans staffs, support HR in conducting inquiry

Learning & Performance

• Ensure adherence to training man-days/ mandatory training programs for self
• Ensure goal setting, mid-year review and performance appraisal processes are completed within specified timelines

• 5 + years of experience in some or all facets of consumer finance businesses (Unsecured loans, Two Wheeler loans, Retail financing, Personal Loans etc.
• Strong People Management skills
• Strong analytics and technology orientation
• Relevant demonstrated leadership experience in managing a hi-performance team with a sound understanding of key business drivers

Reference ID - GH/BFSI/JC//29082018//78004/Manager - Retail Loans