Branch Sales and Service Manager

PeopleStrong; Pune District; On-site; INR 400,000 - 650,000; Full time

Job summary

Muthoot FinCorp in Pune seeks a branch operations professional to manage daily branch activities, cash handling, and compliance. The role emphasizes customer onboarding, KYC verification, securing vaults, and promoting our product range to clients.

You will collaborate on marketing activities, build relationships with customers, and leverage digital tools to speed processing and enhance service. A proactive approach to regulatory guidelines and risk controls is essential.

Qualifications

• Experience in branch operations and customer service delivery.
• Familiarity with KYC/AML procedures for onboarding.
• Knowledge of gold loan products and related processes.
• Ability to manage branch resources and ensure compliance with policies.
• Comfort with using digital tools to streamline processing.

Responsibilities

• 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.
• 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.
• Promote and maintain positive relations with both existing and potential customers.
• Provide information about Muthoot’s products or services to prospective customers.

Skills

Customer service

KYC verification

Gold loans

Branch operations

Digital tools

Tools

MS Excel

CRM systems

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.