Key Responsibilities
🹠Business & Sales Management
- Own and drive liability and asset business targets for the assigned location.
- Acquire new customers through phygital channels (branch + digital sourcing).
- Increase cross-sell and upsell of banking products (CASA, loans, insurance, investments, etc.).
- Develop and execute local market strategies to maximize penetration and business growth.
- Monitor daily, weekly, and monthly sales performance and ensure target achievement.
🹠Portfolio Management
- Manage and grow the existing customer portfolio with focus on profitability and relationship depth.
- Ensure portfolio quality, risk compliance, and delinquency control.
- Drive customer engagement and retention initiatives to enhance lifetime value.
- Analyze portfolio trends and take corrective actions proactively.
🹠Team Leadership & Development
- Lead, coach, and manage a team of Relationship Managers / Sales Officers.
- Build a high-performance culture with strong focus on productivity and accountability.
- Conduct regular training, performance reviews, and capability-building programs.
- Ensure optimal manpower planning and resource allocation.
🹠Customer Experience & Service
- Ensure seamless customer journey across physical and digital touchpoints.
- Drive high standards of service quality and customer satisfaction (NPS).
- Resolve escalations efficiently and maintain strong customer relationships.
🹠Operational & Compliance Excellence
- Ensure adherence to banking regulations, internal policies, and audit requirements.
- Maintain strict control over KYC, AML, and regulatory compliance.
- Manage operational risks and ensure smooth day-to-day branch functioning.
🹠Digital Adoption & Innovation
- Promote and drive usage of digital banking platforms among customers and team.
- Leverage analytics and technology to improve sales productivity and customer engagement.
- Enable transformation into a phygital banking model.
Key Result Areas (KRAs)
- Achievement of sales and revenue targets
- Growth in customer acquisition and portfolio size
- Improvement in portfolio quality and delinquency control
- Team productivity and engagement
- Customer satisfaction scores (NPS)
- Digital adoption metrics
Qualifications & Experience
- Graduate / Postgraduate (MBA preferred)
- 8-12 years of experience in banking / financial services
- Proven track record in sales leadership and portfolio management
- Experience in managing teams and achieving business targets
Key Skills & Competencies
- Strong sales and business acumen
- Leadership and people management skills
- Customer-centric mindset
- Analytical and problem-solving ability
- Knowledge of banking products and regulations
- Digital orientation and adaptability
Preferred Profile
- Experience in branch banking / liability business / retail banking
- Exposure to phygital or digital-led banking environments
- Strong local market understanding
