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.
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- 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
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- 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
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- 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.
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