Customer Relationship Manager

Ujjivan Small Finance Bank

Rajkot

On-site

INR 420,000 - 600,000

Full time

3 days ago

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Job summary

Ujjivan Small Finance Bank is seeking a Customer Relationship Manager in Micro Banking to drive acquisition of customers for unsecured loans, convert borrowing customers for liabilities, and actively cross-sell Family Banking products to customers and referrals.

The role requires leading a team of CROs, achieving weekly/monthly targets, ensuring timely disbursement of loans, strict KYC adherence, and regular training to staff.

Qualifications

Graduate in Commerce/Business/Economics with good analytical and sales skills.
Experience: 2–4 years in banking, sales or collection.
2–4 years of MFI sales & team handling experience.

Responsibilities

Actively drive acquisition of customers for unsecured loans (GL and unsecured IL).
Enable conversion of existing borrowing customers for liabilities.
Cross-sell Family Banking products to family members and referrals.
Retain and deepen relationship with existing customers for unsecured loans and liabilities.
Manage reporting staff and ensure timely disbursement of sanctioned loans.

Skills

Sales

Customer service

Leadership

Interpersonal skills

Education

Graduate in Commerce/Business/Economics

Tools

MS Office

Outlook

Job description

POSITION DESCRIPTION

JOB TITLE : Customer Relationship Manager

GRADE : M

DEPARTMENT : Micro Banking

LOCATION : Branch name

SUB-DEPARTMENT : TYPE OF POSITION : Full-time

REPORTS TO : Area Manager/ Senior Area Manager

REPORTING INTO

ACRM
LO/Senior LO
FIO
CRO

ROLE PURPOSE & OBJECTIVE

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 customer.
Undertake initiatives to retain and deepen relationship with existing customer for unsecured loans and for liabilities
Maintains process quality & ensures adherence to internal audit standards.
Management of all the reporting staff.
Closure of Audit points and maintaining threshold on "Needs Improvement" and "Unsatisfactory" branches.
Timely disbursement of sanctioned loans.

Portfolio Managed- Volume of recruitment- < 10 Staff - changes as per branches allotted. (Direct & Indirect)
No. of products served- Group Loan, Individual Loan, CASA, TD and TPP products

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 the sales plans for the branch for acquisition of accounts and term deposits for family member and referrals of group loan and unsecured individual loan customers
Set weekly/monthly targets for the team, reviews the set targets on a regular basis
Guide the CROs to enable conversion of existing borrowing customers for liabilities
Execute the marketing initiatives designed by products & marketing department
Assess the market potential and give feedback on product modification and new product development to the regional product teams
Share insights on competitor products to the regional product/marketing teams

Customer

Ensure customers and CROs are educated about the unsecured loans and liabilities products offered by Ujjivan
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 the changes in policies and guidelines by RBI, ensures his/her team is educated on the changes to ensure strict adherence
Responsible for correct storage of client information and any other documentation inclusive internal reports, memos etc.
Oversee follow-ups with overdue customers to collect the payments
Conduct customer house visits, cross verify the documents and details in the Customer Profile forms (CPF) and Loan Application forms (LAF), conduct Group Recognition Training (GRTs)
Perform visits to the Center meetings to check whether they are as per scheduled time and day.
Ensure CROs deposit center meeting cash at the nearest or collocated BCs.
Timely disbursement of sanctioned loans
closure of Audit points and Maintaining threshold on "Needs Improvement" and Unsatisfactory" branches.
Implementation of products pertaining to Government business.
To ensure adherence to minimum number of House visits and center visits for the month.

Learning & Innovation

Coach the branch staff on unsecured loans products to drive targets and support them in conversion of existing customers for deposit products
Resolve queries and escalations from the team in a well-defined timeframe
Ensure adherence to training man-days/ mandatory training programs for self and reportees
Ensure goal-setting, midyear -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

Qualifications

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

Experience

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

Certifications

Functional Skills

Knowledge on unsecured products
Basic Computer knowledge (MS Office, Outlook) / Ease of technology usage
Basic knowledge of accounting and finance administration desirable
Is fluent in the local languages and has a 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