4) 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

Accountability 

Supporting Actions 

Branch Sales Planning & Management

1. Work with  RH (Sales) - ABHFL on devising the branch sales plan and team approach for achieving targets, considering product-environmental factors, competitive forces and local trends, and cascade the same to the branch team(s)
2. Track industry and market developments, scanning the local market and competitive offerings on a periodic basis
3. Oversee end to end branch operations and performance, covering all aspects such as sourcing, effectiveness, governance, productivity, channel management, etc.
4. Report on and direct teams basis emerging trends and opportunities
5. Manage day-to-day branch operations and administration
6. Provide data for, compile and review periodic MIS reports for disbursements, profitability, NPAs, market expansion, etc. and communicate to RH (Sales) - ABHFL as well as to team members

Customer Acquisition/ Engagement

1. Identify local business growth opportunities, drive expansion and new customer  acquisition initiatives to create a book of targeted size
2. Work closely with team members, hand-holding critical/ complex transactions to ensure favourable closure with customer satisfaction
3. Communicate sales targets and provide team members clarity on business goals, role expectations, product characteristics and USPs to enhance effectiveness of sales efforts
4. Track cases in the complaint tracker/ escalations received, liaising with relevant stakeholders as required to drive satisfactory closure
5. Deploy efforts/ initiatives in consultation with RH (Sales) – ABHFL, arising from customer satisfaction survey and resulting NPS (Net Promoter Score), targeting identified focus areas
6. Propose and deploy approved solutions and schemes to drive sales and enhance profitability, ensuring dual focus on sales expansion and cost optimization
7. Serve as a point of escalation and manage customer complaints/ grievances effectively, intervening especially for key relationships

Operational Effectiveness

1. To drive adoption of efficient business processes/ operations across the Customer Lifecycle (Sourcing, Approval, Servicing, Collections)
2. Manage local distribution across channels, interfacing with senior/ critical partners/ stakeholders as required for smooth operations
3. Drive process efficiencies and faster TATs through interfacing with stakeholders across processes and functions (Risk, Operations, Sales Governance) and efficient operations
4. Drive high performance by reinforcing focus on business and sales growth objectives, effective client engagement, monitoring sales operations and productivity metrics, and providing support and guidance as required
5. Drive the implementation of improved processes and best practices in order to enhance operational effectiveness, productivity and overall business impact

Cross-Selling across ABFSG products

1. Drive activities and initiatives in the team as per Cross-Selling strategy agreed with RH (Sales) - ABHFL
2. Drive alignment to the adopted Cross-Selling strategy by supporting team members with requisite communications, training, guidance, etc. as required

Team and Internal Stakeholder Management

1. Guide and develop team members for enhanced customer acquisition and engagement efforts, helping them achieve superior performance standards and hand-holding where required
2. Nominate teams for relevant technical and behavioral trainings/ seminars and work on self development initiatives
3. Proactively liaise with internal stakeholders for smooth cross-functional coordination and alignment towards achievement of business objectives

Portfolio & Risk Management

1. Work with the Risk, Operations and Sales Governance teams to ensure adherence to risk management and control mechanisms
2. Support risk and review process through the credit approval process and by reviewing the loan sanctioning, disbursement process and documentation to ensure controlled operations
3. Review financial risk via analysis of city/ branch operations MIS and Data Analytics reports
4. Drive compliant Sales Operations and sound risk management via partnership with Risk, Operations and Sales Governance teams, and necessary communication and guidance; drive timely PDD closures and collections
5. As part of Relationship Maintenance with institutional customers, review reports on client accounts, business performance, etc. and liaise with Risk while guiding team on delinquency cases
6. Train and guide the team for alignment with adopted early alert strategies to reduce NPA risks and losses
7. Ensure systematic MIS on NPAs and credit trends, providing inputs on possible risks that could impact portfolio quality

Branch Sales Planning & Management

1. Work with  RH (Sales) - ABHFL on devising the branch sales plan and team approach for achieving targets, considering product-environmental factors, competitive forces and local trends, and cascade the same to the branch team(s)
2. Track industry and market developments, scanning the local market and competitive offerings on a periodic basis
3. Oversee end to end branch operations and performance, covering all aspects such as sourcing, effectiveness, governance, productivity, channel management, etc.
4. Report on and direct teams basis emerging trends and opportunities
5. Manage day-to-day branch operations and administration
6. Provide data for, compile and review periodic MIS reports for disbursements, profitability, NPAs, market expansion, etc. and communicate to RH (Sales) - ABHFL as well as to team members