Branch Sales and Service Manager

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

Job summary

Muthoot FinCorp in Delhi seeks a Branch Operations Executive to manage daily branch activities, onboard customers, verify KYC, and drive gold loan processes with a strong focus on asset security and compliance.

You will promote digital tools to streamline servicing, build relationships with customers including high-value clients, and ensure timely collections, risk controls, and superior customer experiences in a fast-paced environment.

Responsibilities

• Ensure timely interest collection and recovery of over dues and asset quality in the branch.
• Onboard customers and verify KYC documentation.
• Monitor day-to-day branch operations and allocate resources; ensure safety of strong room and gold lockers.
• Promote digital tools to save processing time and drive business generation.
• Verify customer documentation and approve gold loan applications.
• Oversee procedures for gold auctions, returns, notices, etc.
• Adopt operational changes to streamline branch processes and workflows.
• Maintain positive relations with customers.
• Inform prospects about product offerings of Muthoot FinCorp.
• Organize branding events and maintain customer relationships.
• Build network with high-value customers to enhance branch presence.
• Promote the full product portfolio to customers.
• Address queries and resolve grievances to ensure customer delight.
• Interact with customers regularly to ensure satisfaction and gather feedback.
• Identify needs and suggest suitable products.
• Maintain high service standards and resolve complaints promptly.
• Uphold company values and ensure regulatory compliance.
• Adhere to regulations and keep records up to date.
• Promptly report incidents and fraud; update status through IMS.
• Oversee cash handling and transfers per policies and regulatory guidelines.

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.