Relationship Officer

Job Context

Key Aspects:

• The Secured Micro Loan Business segment product line caters to funding short term and medium term working capital needs of Small Businesses and individuals, via a suite of customized short and long tenured products, with collateral.
• Offerings comprise Secured Micro Loan to self-employed individuals/ non-individual entities, with end use of funds (Working capital requirement, business expansion etc.) to be ascertained during the loan appraisal process.
• The business is highly retail in nature, characterized by high transaction volumes, smaller ticket sizes, and significantly higher spread and profit margins (up to four times that of Secured Lending products)
• Given the Secured Micro Loan nature of loans disbursed, the business also entails stringent controls and monitoring to ensure portfolio health and quality at all times
• While unit of sizing up the business is its loan book size, profitability and minimized delinquency are key business objectives.
• Higher cost of funding impacts profitability as well as competitiveness of loan rates that can be offered to customers
• Understanding of product market characteristics such as connector relationship management, region specific occupations/trade, local financial preferences and practices are important to gain competitive advantage while structuring loans and identifying leads.
• The RO/RM – ABFL is responsible for achieving sales targets as agreed with the Area Head (Sales) – ABFL, in terms of targeted book size, profitability, growth & customer service objectives.

Job Context & Major Challenges: Write the specific aspects of the job that provide a challenge (internal and external) to the job holder in the context of the Business/Unit/Function/Department/Section (Max 3975 Characters)

Key Challenges

• To deliver on operational plan in the assigned coverage area in a differentiated manner considering local factors, channel dynamics and consumer preferences, that can withstand competitive pressures on the ground
• To grow the business while remaining cognizant of competitive realities in the following areas:

1. Market linked product
2. Market average IRR & processing fee levels

• To originate and increase market share in assigned coverage area against stiff competition, overcoming competitive pressures borne out of better established networks, price undercutting, etc.
• To establish a strong local network and leverage the same to generate business leads, and also identify opportunities for cross sell with existing customers
• To constantly upgrade financial & operational know how of self and team members on efficient loan processing, effective negotiation and relationship building for maintaining credibility and profitable target achievement
• To keep abreast with the latest market trends and local market preferences and needs
• To ensure loan conversion/ sanction/ utilization percentages are high and a broad enough sourcing funnel is built to meet targets
• To ensure credit quality and effective portfolio selection / pre-screening thereby minimizing potential NPAs
• To ensure compliant sales operations despite sales pressures and market cycles

Enabling Skill Sets & Qualifications

• Critical skill sets required to meet these challenges include business and commercial acumen, team management and communication, execution skills, product-market understanding, and execution skills.
• Education & experience required to fulfil this profile are a graduate with minimum 2 - 4 yrs of total sales experience in the Banking/ NBFC space, of which at least recent 1 Year experience should be in Micro/affordable loan sales.

Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)- Maximum 10 KRAs can be updated

Key Result Areas (Max 1325 Characters)/ Supporting Actions (Max 1325 Characters)

Sales Planning & Operations

• Work with Area Head and plan sales operations for achieving targets (including cross-sell), considering competitive forces and local trends
• Scan the local market and competitive offerings on a periodic basis to adapt sales efforts accordingly
• Provide data for and compile periodic MIS reports for disbursements, NPAs, target achievement, etc.

Customer Acquisition/ Engagement

• Work on assigned and identified prospects list for client relationship origination and maintenance activities, interacting with ground-level client stakeholders
• Understand and communicate understanding of product characteristics and benefits to end customers effectively in order to enhance effectiveness of sales efforts.
• Attend to customer complaints effectively, escalating critical cases to Area Head as required.

Operational Effectiveness

• Execute operations efficiently across the Customer Lifecycle (Sourcing, Approval, Servicing, Collections)
• Ensure adequate focus on different distribution channels, working with Manager for interfacing with senior stakeholders/ complex cases
• Implement prescribed processes and best practices to enhance operational effectiveness, productivity and sales performance

Self-Development & Internal Stakeholder Management

• Attend relevant technical and behavioral trainings/ seminars and work on self-development initiatives
• Coordinate with internal stakeholders for smooth operations and alignment towards achievement of targets

Portfolio & Risk Management

• Work with the Risk, Operations and Sales Governance team members to ensure adherence to risk management and control mechanisms
• Ensure compliant sales operations and sound risk management in day-to-day operations.
• Compile and ensure systematic, accurate MIS on NPAs and credit trends, providing inputs on factors impacting portfolio quality