Branch Sales and Service Manager

PeopleStrong; Fatehabad; On-site; INR 250,000 - 500,000; Full time

Job summary

Muthoot FinCorp is seeking a Branch Operations Executive in Haryana to manage daily branch activities, safeguard assets like strong room and gold lockers, and drive customer-focused processes in gold loan services.

The role emphasizes onboarding, KYC verification, compliance with regulatory guidelines, and leveraging digital tools to improve service delivery and business growth.

Responsibilities

• Ensure timely collection of dues and recovery of overdues, maintain asset quality in the branch.
• Customer onboarding and verification of documents for gold loans.
• Monitor day-to-day branch operations, allocate resources and ensure security of strong room and gold lockers.
• Promote use of digital tools to save processing time and enable business generation.
• Verify customer documentation, KYC, and approve loan applications for gold loans.
• Oversee procedural and legal requirements related to gold auctions, returns, notices, etc.
• Adopt operational changes to streamline branch processes, workflows and efficiency.
• Maintain positive relationships with existing and potential customers.
• Provide information about products or services to prospective customers.
• Organize marketing and branding activities to strengthen branch presence.
• Develop network with high-value customers to enhance branch reputation.
• Highlight the full range of Muthoot Fincorp offerings to customers.
• Address customer queries, grievances and escalations, ensuring resolution and delight.
• Interact with customers regularly to gauge needs and gather feedback.
• Engage customers to identify needs and suggest suitable products.
• Maintain high standards of customer service and ensure regulatory and internal compliance.
• Ensure adherence to procedures, regulatory guidelines and accurate record-keeping.
• Promptly notify incidents or fraudulent activities and update case status in IMS.
• Oversee cash handling, fund transfers and account management per MFL 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.