Customer Relationship Manager

Ujjivan Small Finance Bank; Bengaluru; On-site; INR 400,000 - 700,000; Full time

Job summary

Ujjivan Small Finance Bank is looking for a dedicated Customer Relationship Manager in Bengaluru to drive customer acquisition and manage unsecured loan products. The ideal candidate should have strong analytical skills and a proven track record in sales.

This role involves overseeing branch performance, training staff, and ensuring adherence to KYC norms. A graduate degree in Commerce/Business/Economics and 2-4 years of experience in banking or sales is required. Fluency in local languages is essential.

Qualifications

• Preferred experience of 2-4 years in banking, sales, or collection.
• Experience in MFI sales & team handling.
• Fluent in local languages and working knowledge of English.

Responsibilities

• Drive acquisition of customers for unsecured loans.
• Monitor branch performance in MB unsecured and secured loans.
• Ensure customers are educated about products offered.

Skills

Analytical skills

Sales skills

Interpersonal skills

Team management

Multiple product selling

Education

Graduate in Commerce/Business/Economics

Tools

MS Office

Outlook

Job description

Customer Relationship Manager – Micro Banking

Grade: M | Department: Micro Banking | Location: Branch name | Type: Full-time | Reports to: Area Manager / Senior Area Manager | Reporting into: ACRM, LO/Senior LO, FIO, CRO

Role Purpose & Objectives

• Actively drive acquisition of customers for unsecured loans (GL and unsecured IL).
• Enable conversion of existing borrowing customers for liabilities.
• Ensure that Family banking products are actively cross sold to family members and referrals of existing customers.
• Undertake initiatives to retain and deepen relationship with existing customers for unsecured loans and for liabilities.
• Maintain process quality and ensure adherence to internal audit standards.
• Manage all reporting staff.
• Close audit points and maintain threshold on "Needs Improvement" and "Unsatisfactory" branches.
• Ensure timely disbursement of sanctioned loans.

Key Duties & Responsibilities

Business / Financials

• Monitors branch performance in MB unsecured and secured loans along with ACRM.
• Responsible for acquiring new GL customers; conversion of customers from unsecured to secured loans.
• Key person for scaling up Family Banking in branch: executes sales plans for acquisition of accounts and term deposits for family members and referrals of group loan and unsecured individual loan customers.
• Set weekly/monthly targets for the team and review them regularly.
• Guide CROs to enable conversion of existing borrowing customers for liabilities.
• Execute marketing initiatives designed by the products & marketing department.
• Assess market potential and give feedback on product modification and new product development to regional product teams.
• Share insights on competitor products to regional product/marketing teams.

Customer

• Ensure customers and CROs are educated about the unsecured loans and liabilities products offered by the company.
• Resolve customer queries/grievances (pertaining to GL, unsecured IL, liabilities) escalated from the CROs within specified time frame.

Internal Process

• Oversee collection of documents for account opening in strict adherence to KYC norms.
• Keep abreast of changes in policies and guidelines by RBI; ensure team is educated on changes to ensure strict adherence.
• Responsible for correct storage of client information and other documentation; internal reports, memos, etc.
• Oversee follow-ups with overdue customers to collect payments.
• Conduct customer house visits, cross‑verify documents and details in CPF and LAF, conduct Group Recognition Training (GRTs).
• Perform visits to Center meetings to check whether they are as per scheduled time and day.
• Ensure CROs deposit center meeting cash at nearest or collocated BCs.
• Ensure timely disbursement of sanctioned loans.
• Close audit points and maintain threshold on "Needs Improvement" and "Unsatisfactory" branches.
• Implement products pertaining to Government business.
• Ensure adherence to minimum number of house visits and center visits for the month.

Learning & Innovation

• Coach branch staff on unsecured loan products to drive targets and support them in conversion of existing customers for deposit products.
• Resolve queries and escalations from the team within a well‑defined timeframe.
• Ensure adherence to training man‑days/mandatory training programs for self and reportees.
• Ensure goal‑setting, mid‑year review and annual appraisal process happens within specified timelines for self and reportees.
• Monitor timely completion of mandatory courses of the staff.
• Monitor timely completion of mandatory annual leave of the staff.

Minimum Requirements of Knowledge & Skills

Educational

• Graduate in Commerce/Business/Economics or related subjects with good analytical and sales skills.

Experience

• Preferred experience of 2‑4 years in banking, sales or collection.
• 2‑4 years of experience in MFI sales & team handling experience.

Certifications

• None

Functional Skills

• Knowledge on unsecured products.
• Basic computer knowledge (MS Office, Outlook) / ease of technology usage.
• Basic knowledge of accounting and finance administration desirable.
• Fluent in local languages and has working knowledge of English.
• Knowledge of KYC/AML norms and other guidelines for liabilities.

Behavioral Skills

• Multiple product selling skills.
• Willingness to travel & relocation as per business requirements and career opportunities.
• Interpersonal skills.
• Ability to interface (orally and in writing) with all levels of associates and customers.
• Ability to manage teams and drive performance.
• Training skills.

Competencies Required

• Building Relationship
• Driving Change
• Planning & Organizing
• Collaboration

Key Interactions

• Internal: Liabilities sales team, MB product team, Branch Operations Team, State HR, Credit, Audit, Vigilance and compliance.
• External: None.

Portfolio & Products

• Portfolio managed: Volume of recruitment <10 staff (direct & indirect).
• No. of products served: Group Loan, Individual Loan, CASA, TD and TPP products.