Branch Manager II

KEY RESPONSIBILITIES

Operational Governance

• 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.

Business Development

• 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

Performance Monitoring

• 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.

Customer Relationship

• 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.

Stakeholder Management

• 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.

Team Management

• 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.

Compliance

• 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.