Branch Sales and Service Manager

PeopleStrong; Faridkot; On-site; INR 320,000 - 460,000; Full time

Job summary

Muthoot FinCorp is seeking a diligent branch operations professional to handle customer onboarding, safety of assets, and regulatory compliance. The role focuses on optimizing branch workflows, enhancing customer experiences, and driving business generation through effective use of digital tools.

You will oversee daily operations, liaise with customers, and implement strategic initiatives to boost market presence and service quality across the branch network.

Responsibilities

• Timely collection of interest and recovery of overdues to preserve asset quality.
• Coordinate customer onboarding processes.
• Monitor daily branch operations and allocate resources.
• Build and maintain relations with existing and potential customers.
• Inform customers about Muthoot's products and services.
• Organize branch marketing and branding activities.
• Develop networks with high-value customers to boost branch presence.
• Regularly interact with customers to ensure satisfaction and collect feedback.
• Identify customer needs and suggest suitable products.
• Maintain high service standards and promptly resolve complaints.
• Uphold company values and enhance regulatory and internal compliance.
• Ensure adherence to regulations and maintain required records.
• Promptly report incidents and frauds and update IMS records.
• Oversee cash handling, transfers, and account management per policies.

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.