Branch Sales and Service Manager

Muthoot Fincorp Limited; Nawalgarh; On-site; INR 450,000 - 650,000; Full time

Job summary

Muthoot Fincorp Limited is seeking a Branch Sales and Service Manager to lead daily operations, ensure timely collections, and uphold asset quality at the Rajasthan branch.

You will supervise customer onboarding, verify KYC, approve gold loan applications, and coordinate marketing activities while delivering exceptional service and regulatory compliance across the branch.

Responsibilities

• Ensure timely interest collection and recovery of over dues and asset quality in the branch.
• Monitor day to day operations of the branch, allocate resources and safeguard strong room and gold lockers.
• Promote the use of digital tools to save time on processing and servicing, driving business generation.
• Verify customer documentation, KYC, and approve/sign off on customer gold loan applications.
• Oversee all procedural and legal requirements related to gold auction, returns, notices, etc.
• Adopt operational changes to streamline branch processes, workflows and compliance.
• Promote and maintain positive relations with existing and potential customers.
• Provide information about Muthoot’s products or services to prospective customers.
• Organize marketing/branding activities, establish networks, and manage relationships including high-value customers.
• Drive broader product portfolio awareness and resolve customer queries, grievances and escalations.
• Interact with customers regularly to ensure satisfaction and gather feedback.
• Engage with customers to identify needs and suggest suitable products.
• Ensure exceptional customer experiences by upholding service standards and resolving issues promptly.
• Uphold organizational vision and values, and maintain regulatory and internal compliance culture.
• Ensure adherence to manuals, regulatory guidelines, and maintain records and statutory registers.
• Promptly inform incidents/fraudulent activities and update case status via IMS.
• Oversee cash handling, fund transfers, account management and other financial transactions per policies.

Job description

Branch Sales and Service Manager

• 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.