Responsible for retail loans to branch banking customers in his cluster
Monitor the budgets for the retail loans are met with no backlogs
Manage portfolio quality across the various cities where Retail Loans have been marketed
Identify and expand the portfolio to branches based on comprehensive market research
Ensure that Loan Officers – Retail Loans are managing the collection of each clusters on a day to day basis and ensure that the follow-up for over dues. Immediately first through Loan Officers, Collection Officers and then personally
Ensuring that all channels are utilized to best efficiency so as to make the customer journey seamless
Implementing the assisted to self-service goal down the line so that customers are eventually moved to self service
Ensuring best in class TAT and address any queries that may be raised by the customers for availing loans
Ensuring that any service complaints are resolved in a timely manner
Training down the line staffs to treat Customers with respect and providing complete disclosure of terms and conditions
Dipstick surveys with customers to understand the product needs of customer and modifying the products accordingly
Conversion of all form based processing to digital process, with minimal documentation
Ensuring technology caters to the mass market segment of customers
Ensuring there is sufficient pipeline of forms for processing
Timely training to staff so as to ensure product knowledge, change in processes are communicated in a timely manner downwards
Handling any disciplinary issues pertaining to the Retail Loans staffs, support HR in conducting inquiry
Learning & Performance
Ensure adherence to training man-days/ mandatory training programs for self
Ensure goal setting, mid-year review and performance appraisal processes are completed within specified timelines
, Desired Profile
5 + years of experience in some or all facets of consumer finance businesses (Unsecured loans, Two Wheeler loans, Retail financing, Personal Loans etc.
Strong People Management skills
Strong analytics and technology orientation
Relevant demonstrated leadership experience in managing a hi-performance team with a sound understanding of key business drivers
Reference ID - GH/BFSI/JC//29082018//78004/Manager - Retail Loans ,
GlobalHunt is an premier executive recruitment and selection services company providing wide range services to companies. Our services are available over a wide geographical area that spans across Asia Pacific, Africa, Europe and American markets, making us one of the leading HR firms.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases