Head of CRM - Retail

Aditya Birla Capital Limited ('ABCL') is a listed systemically important non-deposit taking Non-Banking Financial Company (NBFC) and the holding company of the financial services businesses. ABCL and its subsidiaries/JVs provides a comprehensive suite of financial solutions across Loans, Investments, Insurance, and Payments to serve the diverse needs of customers across their lifecycles. Powered by over 66,000 employees, the businesses of ABCL have a nationwide reach with over 1,742 branches and more than 200,000 agents/channel partners along with several bank partners.
ABCL and its subsidiaries/JVs manage aggregate assets under management of about Rs. Anchored by an extraordinary force of over 227,500 employees, the Group is built on a strong foundation of stakeholder value creation. With over seven decades of responsible business practices, the Group's businesses have grown into global powerhouses in a wide range of sectors - from metals to cement, fashion to financial services and textiles to trading. Today, over 40% of the Group revenues flow from overseas operations that span 41 countries across six continents with over 340 state-of-the-art manufacturing units.
We believe in building leaders who thrive on challenges, take the onus of creating and sustaining strong teams, and forms strong networks as a result of effective relationship-building.

Unit
Aditya Birla Capital Limited - NBFC
Retail - Secured
Bachelor or master's degree, Experience in LAP Sales

Sales Growth & Client Acquisition

o Identify and execute sales growth opportunities at a local/ area level, driving referral and professional loan expansion and new account acquisition
o Deliver on sales targets by building strong relationships in the local network
o Carry out regular meetings and sales calls with prospective clients on a regular basis to source business
o Augment the sales volumes of Secured lending, manage channel databases and tap them tactically to ensure healthy sales pipeline
o Drive faster TATs through effective loan sanctioning by building strong relationships with internal stakeholders in order to expand channel presence and customer base

Work with dual focus on sales volume and value (IRR) through the team

• Track & ensure SLA adherence, sales efficiencies and RoI
• Analyze and communicate operational information periodically as per agreed timelines and MIS formats for disbursements, profits, NPAs, new product launches, new branches, etc. Develop and strengthen network to acquire new customers through liaising and networking efforts, considering product positioning and competitive pressures
• Engage with Customers and execute the agreed touch point management system for faster customer connectivity and loan processing-disbursement escalate issues appropriately for timely resolution

• Coordinate with risk and operations teams to execute robust, customer friendly loan approval and booking processes
• Recommend improvements to operating procedures and technological tools to enhance customer experience through reduced processing TATs while simultaneously ensuring complaint operations
• Ensure customer queries/ complaints are addressed in a timely and effective manner and coordinate personally to expedite the same
• Risk Management
• Execute compliant Sales Operations and work in line with risk management principles via coordination with Risk team
• Ensure closure of deal documentation and credit administration requirements, including opening of escrow accounts for receivables lending in line with regulatory and financial controls requirements
• Support risk management by maintaining focus on prescribed guidelines and process checks at all stages of the Secured loan transaction and raising potential alarm cases in advance
• Proactively identify and report risks in order to ensure portfolio quality is maintained

• Partner with direct reportees - Relationship Managers & Direct Sales team and peer to overcome challenges and support sales growth via effective channel management, customer acquisition
• Operations, Risk Management) for smooth and efficient transactions and issue resolution

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Aditya Birla Capital is committed to provide equal opportunity to all in employment and prohibits discrimination or harassment in any form on the basis of race, colour, religion, ethnicity, age, gender, disability or any other characteristic protected by law. Diversity, Equity and Inclusion (DEI) is embedded in our recruitment policies based on our business needs and candidates meeting the eligibility criteria such as qualification, skills and experience.