Assistant Customer Relationship Manager - MB - South 2

Ujjivan Small Finance Bank; Manakkarai; On-site; INR 500,000 - 800,000; Full time

Job summary

Ujjivan Small Finance Bank Ltd. is seeking an Assistant Customer Relationship Manager for our Rural Banking branch. The role focuses on acquiring customers for group loans, deepening relationships for liabilities, and cross-selling across products.

You will support sales planning, target setting, and ensure compliance with audit standards. You will also manage branch liabilities targets, supervise CROs, and coordinate with marketing to drive growth while maintaining high-quality customer service

Qualifications

• Graduate in Commerce/Business/Economics or related subjects with good analytical and sales skills to be considered.
• 2-4 years of experience in MFI sales & team handling experience.
• Knowledge on unsecured products.
• Is fluent in the local languages and has a working knowledge of English.

Responsibilities

• Support the branch sales plans for MB unsecured and secured loans.
• Assist in setting weekly/monthly targets for the team and review targets regularly.
• Support acquisition of new GL customers and conversion of unsecured to secured loans where applicable.
• Guide CROs to enable conversion of existing borrowing customers for liabilities.
• Support marketing initiatives designed by products and marketing department.
• Oversee compliance with RBI policies and ensure KYC norms are followed.

Skills

Sales skills

Interpersonal skills

Analytical skills

MS Office

Education

Graduate in Commerce/Business/Economics

Tools

Br.net

Finacle

MS Outlook

Job description

POSITION DESCRIPTION

JOB TITLE : Assistant Customer Relationship Manager

GRADE : DM-II

DEPARTMENT : Rural Banking

LOCATION : Branch Name

SUB-DEPARTMENT : TYPE OF POSITION : Full-time

REPORTS TO : Branch Manager

REPORTING INTO

NA

ROLE PURPOSE & OBJECTIVE

• 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

SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

• Portfolio Managed- approx. 10 Cr
• Volume of recruitment- 5-15 Staff - changes as per branch CRO budget
• No. of products served- Group Loan, Individual Loan, CASA, TD and TPP products
• Credit files for query resolution- approx. 200-500 files per month

KEY DUTIES & RESPONSIBILITIES OF THE ROLE

• 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

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

PREPARED BY: Sharanesh R

DATE: 08-02-2024

REVIEWED BY: Subho Biswas

DATE: 08-02-2024

LAST UPDATED BY: TM Team

DATE: 13-02-2024