Branch Sales and Service Manager

PeopleStrong; Ajmer; On-site; INR 450,000 - 650,000; Full time

Job summary

Muthoot FinCorp in Ajmer region is seeking a Branch Operations professional to manage daily activities, ensure timely dues collection, and safeguard gold assets. You will oversee onboarding, KYC, cash handling and regulatory compliance while driving digital enablement to improve efficiency.

Strong customer relations and upselling efforts are expected. The role emphasizes maintaining asset quality, coordinating with marketing efforts, and ensuring a high standard of service across all branch

Responsibilities

• Ensure timely collection and recovery of dues and maintain asset quality.
• Handle customer onboarding and KYC verification.
• Monitor day-to-day branch operations and safeguard assets (strong room and gold lockers).
• Promote digital tools to save processing time and drive business generation.
• Oversee cash handling, transfers, and compliance with policies.
• Address customer queries and resolve complaints to deliver customer delight.
• Engage with customers to identify needs and upsell products.
• Maintain regulatory and internal compliance culture.
• Organize marketing/branding activities to enhance branch presence.

Job description

• Ensure timely interest collection and recovery of over dues and asset quality in the branch.
• Customer Onboarding
• Monitor day to day operations of the branch, allocate resources and take appropriate security measures to ensure safety of strong room and gold lockers.
• Ensure maximizing usage of Digital tools / enablers to save time on processing / servicing and use such saved time for business generation.
• Verify customer related documentation, KYC etc. and approve/sign off on customer application for gold loans.
• Oversee all procedural and legal requirements related to gold auction, returns, notices, etc.
• Early adoption to operational changes to streamline branch processes, workflows, and procedures to enhance operational efficiency and improve overall customer satisfaction.
• Promote and maintain positive relations with both existing and potential customers.
• Provide information about Muthoot’s products or services to prospective customers.
• Organize marketing/branding activities and events for the branch, maintain relationship with existing and potential customers,
• Establish network and maintain relationship with existing and potential customers including high value customers to enhance branch presence and reputation of Muthoot FinCorp.
• Driver broader product portfolio and ensure that customers are made aware of the breadth of offerings from Muthoot Fincorp
• Address customer queries, grievances, escalations etc. and ensure resolution to deliver customer delight.
• Interact with customers on a regular basis to ensure satisfaction and gain useful feedback.
• Engage with customers to identify their needs and suggest suitable products that can benefit the customer.
• Ensure exceptional customer experiences by maintaining a high level of customer service standards and promptly resolving customer complaints or issues
• Uphold the vision & values of the organization and establish and implement a strong regulatory and internal compliance culture.
• Ensure adherence to Manual of Instructions, regulatory and statutory guidelines, and maintenance of records, assets, statutory registers, etc.
• Ensure prompt intimation of incidents/fraudulent activities and maintain updated data on status of such cases through IMS.
• Oversee cash handling, fund transfers, account management, and other financial transactions in accordance with MFL policies and regulatory guidelines.