Location Manager - Retail - Secured - Shimla

Designation

Location: India Himachal Pradesh Sood Complex, Shimla

Organization: Financial Services

• *Job Description:**
• -------------------

#### **Job Purpose**

### **Branch Sales Planning \& Management**

• Work with **Territory Head (Sales) – ABCL** on devising the location sales plan and team approach for achieving targets, considering product\-environmental factors, competitive forces, and local trends, and cascade the same to the location team(s).
• Track industry and market developments, scanning the local market and competitive offerings on a periodic basis.
• Oversee end\-to\-end location operations and performance, covering all aspects such as sourcing, effectiveness, governance, productivity, channel management, etc.
• Track and report on sales operations and productivity metrics, and work towards building a high\-performance sales culture.
• Manage day\-to\-day location operations and administration.
• Provide data for, compile, and review periodic MIS reports for disbursements, profitability, NPAs, market expansion, etc., and communicate the same to **Territory Head (Sales) – ABCL** as well as team members.

### **Customer Acquisition / Engagement**

• Identify local business growth opportunities, drive expansion and new customer acquisition initiatives to create a book of targeted size.
• Work closely with team members, hand\-holding critical/complex transactions to ensure favorable closure with customer satisfaction.
• Communicate sales targets and provide team members clarity on business goals, role expectations, product characteristics, and USPs to enhance effectiveness of sales efforts.
• Track cases in the complaint tracker/escalations received, liaising with relevant stakeholders as required to drive satisfactory closure.
• Deploy efforts/initiatives in consultation with **Territory Head (Sales) – ABCL**, arising from customer satisfaction surveys and resulting NPS (Net Promoter Score), targeting identified focus areas.
• Propose and deploy approved solutions and schemes to drive sales and enhance profitability, ensuring a dual focus on sales expansion and cost optimization.
• Serve as a point of escalation and manage customer complaints/grievances effectively, intervening especially for key relationships.

### **Operational Effectiveness**

• Drive adoption of efficient business processes/operations across the Customer Lifecycle (Sourcing, Approval, Servicing, Collections).
• Manage local distribution across channels, interfacing with senior/critical partners/stakeholders as required for smooth operations.
• Drive process efficiencies and faster TATs through interfacing with stakeholders across processes and functions (Risk, Operations, Sales Governance) and efficient operations.
• Drive high performance by reinforcing focus on business and sales growth objectives, effective client engagement, monitoring sales operations and productivity metrics, and providing support and guidance as required.
• Drive the implementation of improved processes and best practices to enhance operational effectiveness, productivity, and overall business impact.

### **Cross\-Selling across ABFSG Products**

• Drive activities and initiatives in the team as per the Cross\-Selling strategy agreed with **Territory Head (Sales) – ABCL**.
• Drive alignment to the adopted Cross\-Selling strategy by supporting team members with requisite communication, training, and guidance as required.

### **Team and Internal Stakeholder Management**

• Guide and develop team members for enhanced customer acquisition and engagement efforts, helping them achieve superior performance standards and hand\-holding where required.
• Nominate teams for relevant technical and behavioral trainings/seminars and work on self\-development initiatives.
• Proactively liaise with internal stakeholders for smooth cross\-functional coordination and alignment toward achievement of business objectives.

### **Portfolio \& Risk Management**

• Work with the Risk, Operations, and Sales Governance teams to ensure adherence to risk management and control mechanisms.
• Support risk and review processes through the credit approval process and by reviewing loan sanctioning, disbursement processes, and documentation to ensure controlled operations.
• Review financial risk via analysis of city/location operations MIS and Data Analytics reports.
• Drive compliant Sales Operations and sound risk management via partnership with Risk, Operations, and Sales Governance teams, along with necessary communication and guidance; drive timely PDD closures and collections.
• As part of relationship maintenance with institutional customers, review reports on client accounts, business performance, etc., and liaise with Risk while guiding the team on delinquency cases.
• Train and guide the team for alignment with adopted early alert strategies to reduce NPA risks and losses.
• Ensure systematic MIS on NPAs and credit trends, providing inputs on possible risks that could impact portfolio quality.