Branch Manager

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.

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.