Branch Manager Trainee

Branch Manager Trainee GRADE: MM1 (ASSISTANT MANAGER) DESIGNATION: BRANCH MANAGER TRAINEE ROLE SUMMARY The Branch Manager Trainee is responsible for achieving business targets, maintaining portfolio health, and ensuring profitability of the assigned branch to support business growth. The role directs and oversees all operational aspects of the branch including customer service, sales, marketing, human resources, and administration in accordance with defined policies and procedures. KEY RESPONSIBILITIES Operational Governance • Cascade and communicate branch targets across product portfolio, create a daily plan for numbers/targets to be achieved and monitor performance to ensure the branch P&L is delivered. • Generate branch revenue and grow the ticket size of gold loans as well as third party products of Muthoot FinCorp. • Research local market conditions and trends, proactively scan for opportunities, identify prospective sales and expansion opportunities to meet business goals and metrics. • Monitor sales targets and budgets, review branch performance and publish daily/weekly/monthly reports. • Ensure timely interest collection and recovery of over dues and asset quality in the branch. • Ensure operational efficiency and deliver exceptional customer service while ensuring strict adherence to policies and procedures. • Monitor day to day operations of the branch, allocate resources and take appropriate security measures to ensure safety of strong room and gold lockers. • Verify customer related documentation, KYC etc. and approve/sign off on customer application for gold loans. • Oversee all procedural and legal requirements related to gold auction, returns, notices, etc. Business Development • Leverage market insights to develop, plan and drive branding efforts in alignment with branch/customer requirements and budget. • Organize marketing/branding activities and events for the branch, maintain relationship with existing and potential customers, • Establish network and maintain relationship with existing and potential customers including high value customers to enhance branch presence and reputation of Muthoot FinCorp. • Driver broader product portfolio and ensure that customers are made aware of the breadth of offerings from Muthoot Fincorp Performance Monitoring • Participate in branch scorecard reviews with the Area Manager to discuss overall branch performance, budgets, targets, operational challenges, issues, etc. and identify changes or interventions required. • Review the achievements of team members, identify improvement areas and provide guidance, suggestions etc. to enhance individual performance. Area Manager, Branch Business Branch Manager Asst. Branch Manager Customer Service Executive Business Development Executive Customer Relationship • Address customer queries, grievances, escalations etc. and ensure resolution to deliver customer delight. • Interact with customers on a regular basis to ensure satisfaction and gain useful feedback. • Engage with customers to identify their needs and suggest suitable products that can benefit the customer. Stakeholder Management • Manage relationships with landlords, negotiate and secure rental agreements. • Interact with internal stakeholders such as customer service, collections, sales team to seek/provide support to drive higher sales, on-time collections and for smooth functioning of the branch. • Monitor all HR related activities and support speedy resolution of HR related complaints and queries in consultation with regional/corporate HR. • Liaison with external agencies such as police, advocates for resolving customer related issues, litigations, and other statutory issues. Team Management • Conduct goal setting for the team and provide required training/capability related support to ensure targets are achieved on monthly basis. • Identify best practices/ R&R ideas, recognize employee achievements, and encourage excellence in the work environment. • Participate in hiring process to identify the right talent for positions in the branch. • Organize on the job training, roll out training programs for branch personnel and ensure they possess the level of product knowledge necessary to effectively promote/sell Muthoot’s products and services. • Supervise, train and mentor the branch team and build an environment where they constantly improve and learn. Compliance • Uphold the vision & values of the organization, ensure adherence to Manual of Instructions, regulatory and statutory guidelines, and maintenance of records, assets, statutory registers, etc. • Ensure prompt intimation of incidents/fraudulent activities and maintain updated data on status of such cases through IMS. KEY CHALLENGES • Retention of employees in a highly competitive environment • Promotion and sales of multiple financial services beyond gold loans • Engaging with support functions to effectively address and resolve issues. KEY DECISIONS TAKEN • Sign-off on all gold loan applications • Setting up of marketing calendar, plan for sales and promotional activities in the branch. • Hiring, retention and other people related decisions. KEY INTERACTIONS Internal Stakeholders External Stakeholders KEY ROLE DIMENSIONS Portfolio Size: 5-10 Crores AUM Team Size: 2-8 EDUCATION / EXPERIENCE Minimum Qualification: Freshers with Post graduation in Sales & Marketing