SECTION III: PURPOSE OF THE ROLE

Responsible for monitoring and supervising business, collections and compliance in 20-30 BC Branches. Coordinates with mid-level BC team and guide them for appropriate, optimum and smooth working in the allotted BC branches. Helps the field team to overcome critical field issues and instances of delinquencies. Also motivates the field team members and trains them on any new process changes.

SECTION IV: KEY RESPONSIBILITIES & KPIS OF THE ROLE

Responsibilities

Strategy and Planning

Strategize and drive business, repayment collection and cross sale growth in the allocated branches. Monthly branch wise business planning of customer sourcing, disbursement, manpower tracking in branches, collection monitoring and ensuring portfolio quality.
Coordinate with Mid-level Staffs (Area Managers/Regional Managers) of the BC partners to ensure alignment of Business goals

Policies, Processes & Procedures

Ensure quality portfolio with adherence to policies and processes with effective utilization of available resources.
Ensure Branches and Branch team follows and implement the laid down policies and procedures.
Roll out new product, processes and procedures.
Training the BC branch staff as and when required, on product, processes and other YBL requirements/mandates.

Business Development

Support business development activities.
Support portfolio management and customer servicing.
Assist in achieving business and revenue targets.
Coordinate with branches and stakeholders for business growth.
Support business tracking and performance monitoring.
Maintain required business records and reports.

Performance Monitoring & Reporting

Monitor branch productivity, disbursement achievement, repayment performance, and cross-sell metrics against defined targets.
Review business MIS and team performance regularly to drive corrective actions and business growth.

Relationship Management

Build and maintain strong relationships with branch teams and internal stakeholders to drive business objectives.
Collaborate with cross-functional teams to ensure effective implementation of products, processes, and policies.

Customer Relationship Management

Ensure high levels of customer satisfaction through quality service and timely issue resolution.
Drive customer retention, 100% repayment, and increased product penetration through effective engagement.

Risk and Internal Control

Support risk and compliance activities.
Ensure policy and process adherence.
Monitor repayment performance.
Support audit and control requirements.
Coordinate with branches and teams.
Maintain relevant records and reports.
Assist in managing operational risks.
Support achievement of business quality standards.

People Management

Coach the Quality Control Managers (QCMs) and BC team to achieve growth and maintain portfolio quality
Assist in developing, refining, and delivering training for the team as needed
Guide and motivate the team towards achieving optimal standards on all parameters as per their goals
Support Field teams in troubleshooting field problems and identifying, designing, and suggesting process improvements

Cluster Business Leader