Branch Manager

·   

Cascade and communicate branch targets

across product portfolio, create a daily plan for numbers/targets to be

achieved and monitor performance to ensure the branch P&L is delivered.

·   

Generate branch revenue and grow the

ticket size of gold loans as well as third party products of Muthoot FinCorp.

·   

Research local market conditions and trends,

proactively scan for opportunities, identify prospective sales and expansion

opportunities to meet business goals and metrics.

·   

Monitor sales targets and budgets,

review branch performance and publish daily/weekly/monthly reports.

·   

Ensure timely interest collection and

recovery of over dues and asset quality in the branch.

·   

Ensure operational efficiency and deliver

exceptional customer service while ensuring strict adherence to policies and

procedures.

·   

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.

·   

Leverage market insights to develop,

plan and drive branding efforts in alignment with branch/customer

requirements and budget.

·   

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

·   

Participate in branch scorecard reviews

with the Area Manager to discuss overall branch performance, budgets,

targets, operational challenges, issues, etc. and identify changes or

interventions required.

·   

Review the achievements of team members,

identify improvement areas and provide guidance, suggestions etc. to enhance

individual performance.

·   

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.

·   

Manage relationships with landlords,

negotiate and secure rental agreements.

·   

Interact with internal stakeholders

such as customer service, collections, sales team to seek/provide support to

drive higher sales, on-time collections and for smooth functioning of the

branch.

·   

Monitor all HR related activities and

support speedy resolution of HR related complaints and queries in consultation

with regional/corporate HR.

·   

Liaison with external agencies such as

police, advocates for resolving customer related issues, litigations, and

other statutory issues.

·   

Conduct goal setting for the team and

provide required training/capability related support to ensure targets are

achieved on monthly basis.

·   

Identify best practices/ R&R ideas,

recognize employee achievements, and encourage excellence in the work

environment.

·   

Participate in hiring process to

identify the right talent for positions in the branch.

·   

Organize on the job training, roll out

training programs for branch personnel and ensure they possess the level of

product knowledge necessary to effectively promote/sell Muthoot’s products

and services.

·   

Supervise, train and mentor the branch

team and build an environment where they constantly improve and learn.

·   

Uphold the vision & values of the organization,

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.