Sr Service Delivery Manager (DPO)

• *Job Summary**
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• *Job Description: Senior Manager – Business Banking**

• *Position Title**

• *Senior Manager – Business Banking**

• *Department**

Business Banking

• *Location**

As per business requirement

• *Reports To**

Group Manager / Associate General Manager – Business Banking

• *Role Purpose**

The Senior Manager – Business Banking is responsible for driving business growth, managing a portfolio of SME/MSME and Mid\-Corporate customers, leading a team of Relationship Managers, and ensuring the achievement of business objectives across assets, liabilities, fee income, and profitability. The role requires strong expertise in relationship management, credit evaluation, portfolio monitoring, and team leadership while ensuring compliance with regulatory and internal governance standards.

• *Key Responsibilities**
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• *Business Growth \& Portfolio Management**

• Drive growth of the Business Banking portfolio by acquiring new customers and expanding existing relationships.
• Achieve business targets for assets, liabilities, revenue, profitability, and fee income.
• Identify and develop opportunities within SME, MSME, Commercial Banking, and Emerging Corporate segments.
• Build a strong customer pipeline through market mapping and strategic networking.
• Drive cross\-selling and up\-selling of lending, transaction banking, treasury, insurance, and wealth products.

• *Customer Relationship Management**

• Manage and deepen relationships with key Business Banking clients.
• Understand customer business needs and provide tailored financial solutions.
• Ensure high levels of customer satisfaction, retention, and relationship deepening.
• Address customer escalations and ensure prompt issue resolution.
• Act as a trusted advisor to clients on banking and financial requirements.

• *Credit \& Risk Management**

• Review customer financials and assess creditworthiness.
• Recommend and structure credit proposals in line with bank policies and risk appetite.
• Monitor portfolio quality, delinquency trends, and early warning indicators.
• Work closely with Credit and Risk teams to ensure prudent lending decisions.
• Drive portfolio growth while maintaining asset quality and minimizing NPAs.

• *Team Leadership \& Capability Building**

• Lead, mentor, and manage a team of Relationship Managers and Business Development personnel.
• Set performance goals and monitor achievement against targets.
• Conduct regular coaching sessions and capability development programs.
• Drive employee engagement and foster a high\-performance culture.
• Support succession planning and talent development initiatives.

• *Business Strategy \& Execution**

• Implement business strategies and sales plans aligned with organizational objectives.
• Analyze market trends, customer behavior, and competitive landscape.
• Identify opportunities for business expansion and market penetration.
• Drive adoption of digital banking solutions among customers.
• Participate in strategic initiatives to improve operational efficiency and business productivity.

• *Compliance \& Governance**

• Ensure strict adherence to RBI regulations, KYC, AML, and internal policies.
• Maintain complete customer documentation and process compliance.
• Support internal and external audits and ensure timely closure of audit observations.
• Promote strong governance and risk management practices within the team.

• *Stakeholder Management**

• Collaborate with Credit, Product, Operations, Risk, Compliance, and Service teams.
• Build strong relationships with internal and external stakeholders.
• Participate in management reviews and business performance discussions.
• Represent the bank in client meetings, trade forums, and industry events.

• *Key Performance Indicators (KPIs)**

• Achievement of asset, liability, and revenue targets
• Portfolio growth and profitability
• New customer acquisition
• Fee income generation
• Cross\-sell and product penetration
• Portfolio quality and NPA control
• Customer satisfaction and retention
• Team productivity and performance
• Compliance and audit adherence
• Employee engagement and development

• *Skill Requirements**
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• *Essential**

• Bachelor's Degree in Commerce, Finance, Economics, Banking, Business Administration, or related discipline.

• *Preferred**

• MBA / PGDM in Finance, Marketing, Banking, or a related field.
• Professional certifications in Credit Management, Risk Management, Commercial Banking, or Financial Services.

• *Experience**

• 8–12 years of experience in Banking and Financial Services.
• Minimum 5–8 years of relevant experience in Business Banking, SME Banking, Commercial Banking, or Corporate Banking.
• Strong track record of business development, portfolio management, and customer relationship management.
• Experience in leading teams and managing business performance.
• Proven expertise in credit assessment and risk management.

• *Required Competencies**

• *Functional Competencies**

• Business Banking \& SME Banking
• Commercial Lending
• Credit Analysis \& Underwriting
• Financial Statement Analysis
• Relationship Management
• Trade Finance \& Working Capital Solutions
• Portfolio Management
• Sales \& Business Development
• Risk \& Compliance Management
• Cash Management \& Liability Products

• *Behavioral Competencies**

• Leadership \& Team Management
• Strategic Thinking
• Customer Centricity
• Result Orientation
• Decision Making
• Problem Solving
• Influencing \& Negotiation Skills
• Communication \& Presentation Skills
• Stakeholder Management
• Change Leadership

• *Preferred Industry Background**

• Public Sector Banks
• Private Sector Banks
• Foreign Banks
• Small Finance Banks
• NBFCs
• Financial Institutions specializing in SME/MSME and Commercial Banking

• *Must Have Skill**
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Lending \- Commercial/ Business Banking \- Client Servicing

• *Good to Have Skill**
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• *Other Requirements**
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