Leading a nationwide employee force of 1400 Team Members under sell and collect model which is spread across 15 statesDevelop and implement effective Sales and Collection strategies to help the team to achieve the Business and collection planTo continue to grow a profitable portfolio of 3500 plus cr of Mortgage and TW with customer base of 2 lacs plusTo spearhead digital transformation of customer on boarding and further services like cashless collection and other servicesTo identify and explore new opportunities across 15 states and 400 plus branches

Designing and launching customized product solutions to distinct customer segment across Rural verticalIdentification , evaluation and execution of new business opportunities both within and new product offeringManage and own the P&L for the activated productsResponsible to drive revenue and profitability through a vast network of 400 plus branches and 10,000 plus employees from Sales , Risk and Operations verticalSpearheading new initiatives to bring in new income opportunities and improve efficiencies through Digitisation

• Ensure profitability of each and every branch in the state • Ensure increase in the market share amongst the branch catchment against the various secured and unsecured product offerings• Ensures growth in the overall contribution to business and managing all constituents of the functions in a seamless manner to build synergy in overall operations of the State.• Ensure seamless operation between 850 + employees spread across 38 branches representing Business,Risk and Operations Functions• Ensure maintenance of Portfolio Quality across 200,000 + customers• Effective resolution of customer queries within STANDARD TAT• Planning and executing New Customer Acquisition strategies and controlling attrition• To promote the brand using various customer engagement, Community development as well as CSR activities

Responsible to grow the Business Loans portfolio - consisting of SG loans, Growing Enterprise Loans & Hypothecation business loans• Responsible for maintaining Portfolio Quality• Responsible for drafting the necessary changes in the product offering and executing the same• To Explore new opportunities and built on current partnerships to enhance Fee income• To work closely with the various stakeholders to identify new strategic opportunities and develop new products to increase penetration in the Rural and Semi Urban markets where we operate

• Product design & development - specific to target market and customer segment• Manufacturer and Dealer relationship - Activation/Enrollment, payout structure and timely payouts, logistic support and after sales service• Marketing and Promotions- Design, develop and execute market penetration strategies, joint & in house marketing/promotional campaigns• Channel Management - Dealer DSA and Internal sales team performance monitoring and assessment against plan• Training - Developing of Induction and Re fresher training modules and conducting sessions in co-ordination with Human Capital team• Merchandise Products Management - Identification of relevant products, establishing dealer network, SLA for logistics, after sales, Inventory and fee income reconciliation• System development - Identification of enhancements requirements, front end application & validations, MIS Reporting. BRD development and sign off

• To Handle and Resolve all communication received from Reserve Bank Of India on consumer Complaints• Do a root-clause analysis of customer complaints and resolve escalated/serious customer complaints• Responsible for identifying early trends regarding delinquency to Central Risk team based on customer fulfillment activties.• To effectively design & handle the two wheeler dealer loyalty program• Responsible for effectively handling claim settlement team for Micro Finance business• Developing/Modifying processes and developing training modules to address specific development areas

• Define key parameters for measurement of Service metrics and continual evaluation of performance against benchmark customer satisfaction standard• Evaluate performance through internal audits and internal/external assessment• Evaluate customer satisfaction levels in branches through independent market research agencies and recommend steps to bridge gaps• Design and run an effective Rewards and Recognition program across all branches

• Work closely with regional managers/state managers to increase lead productivity and brand awareness• Independently handle alternate channels (SMS, Contact Centre and Official Website)• Responsible for ensuring a service level of >90%for Inbound Call and SMS• Conceptualized and implemented ‘Welcome call’ which has become the bed rock for customer satisfaction assessment in the organization

• Handling the direct & indirect sales channels for selling assets like Personal Loans and Insurance to retail customers• Responsible for assigning targets and preparing Performance Reports for the Team including telemarketing executives on a monthly basis

• Responsible for sales of retail liabilities like Savings Accounts, Fixed Deposits, Term Deposits, Mutual Funds & Insurance• Managing and servicing HNI customers• Cross selling of third party products like Credit Card, Bonds etc generating targeted revenue & deposits• Responsible for handling targets & appraising a team of 20 members