Organizational Context As the debt arm of Aditya Birla Capital (ABC), Aditya Birla Finance Limited (ABFL) offers specialized lending and financing solutions in the areas of Capital Markets, Corporate/ Trade Finance, Commercial Real Estate, Mortgages, Unsecured Lending, Digital Lending & Wealth management. Currently ranked within the top 5 NBFCs of India, we have made significant progress and our balance sheet would be at INR 60,000 Cr plus by 2020 and would exceed that of several mid-sized Banks and NBFCs. A well-established brand and top 3 player in the Capital Markets space, today our product suite comprises of a well-diversified look, with equal weightage and focus given to the 6 lines of business. Having seen a y.o.y cumulative growth of 50% in both top-line and bottom line, sustainable profitability continues to be the key management agenda. Key Aspects: Job Context Key Aspects: - The Direct Unsecured-Self Employed product line caters to funding short term and medium term working capital needs of individuals , businesses, professionals, via a suite of customized short and long tenured products, without any security/ collateral. - Offering comprises Unsecured loans self employed individuals/ non-individual entities / professionals, with end use of funds (working capital requirement, business expansion etc.) to be ascertained during the loan appraisal process - The business is highly retail in nature, characterized by high transaction volumes, smaller ticket sizes, and significantly higher spread and profit margins (up to four times that of Secured Lending products) - Given the unsecured nature of loans disbursed, the business also entails stringent controls and monitoring to ensure portfolio health and quality at all times - While unit of sizing up the business is its loan book size, profitability and minimized delinquency are key business objectives. - Higher cost of funding impacts profitability as well as competitiveness of loan rates that can be offered to customers - Understanding of product market characteristics such as referral relationship management, region specific occupations/trade, local financial preferences and practices are important to gain competitive advantage while structuring loans and identifying leads. - The Relationship Manager is responsible for operationalizing business transactions and liaises with end customers in his/her area to maximize disbursals, profit, growth & customer service objectives. - Key Challenges - To deliver on operational plan in the assigned coverage area in a differentiated manner considering local factors, market dynamics and consumer preferences, that can withstand competitive pressures on the ground - To meet business volume/ value targets while keeping abreast with and overcoming competitor product offerings and customer schemes - Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas) Key Result Areas Supporting Actions Sales Growth & Client Acquisition - Identify and execute sales growth opportunities at a local/ area level, driving referral and professional loan expansion and new account acquisition - Deliver on sales targets by building strong relationships in the local network - Segment the market and identify potential direct clients, approach them and generate business through customized loan structure offerings that meet client requirements and also generate good margins for business - Carry out regular meetings and sales calls with prospective clients on a regular basis to source business - Augment the sales volumes of Unsecured lending, manage channel databases and tap them tactically to ensure healthy sales pipeline - Drive faster TATs through effective loan sanctioning by building strong relationships with internal stakeholders in order to expand channel presence and customer base Operational Effectiveness - Work with dual focus on sales volume and value (IRR) - Track & ensure SLA adherence, sales efficiencies and RoI - Adopt prescribed improvements in processes and best practices in order to enhance operational productivity and suggest improvements as well Distribution & Market Expansion - Develop and strengthen distribution network through liaising and networking efforts considering product positioning and competitive pressures - Scan the market and its competitive offerings on a periodic basis; report on emerging trends and business opportunities for the unsecured segment - Engage with Local Network and execute the agreed touch point management system for faster customer connectivity and loan processing-disbursement; escalate issues appropriately for timely resolution Customer Servicing & Relationship Management - Coordinate with risk and operations teams to execute robust, customer friendly loan approval and booking processes - Recommend improvements to operating procedures and technological tools to enhance customer experience through reduced processing TATs while simultaneously ensuring compliant operations - Ensure customer queries/ complaints are addressed in a timely and effective manner and coordinate personally to expedite the same - Leverage close direct customer relationships to carry out post sanction surveillance and generate early warning signals on NPAs Risk Management - Execute compliant Sales Operations and work in line with risk management principles via coordination with Risk team - Ensure closure of deal documentation and credit administration requirements, including opening of escrow accounts for receivables lending in line with regulatory and financial controls requirements - Support risk management by maintaining focus on prescribed guidelines and process checks at all stages of the unsecured loan transaction and raising potential alarm cases in advance - Proactively identify and report risks in order to ensure portfolio quality is maintained - Liaise with the channel partners, customers and the risk team on specific escalation cases Internal Stakeholder Management - Partner with peer RMs to overcome challenges and support sales growth via effective channel management, customer acquisition - Proactively build and maintain relationships with key internal stakeholders (E.g. Operations, Risk Management) for smooth and efficient transactions and issue resolution