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

Deliver Sales growth at the location and expand the customer base

• Identify business growth opportunities across the location, build direct/Retail DSAs channel/ new client acquisition strategies and tap growth opportunities to achieve area targets 

• Augment the business volumes of mortgage lending in the location, manage client databases and tap them through Relationship Managers.

• Drive relationships with key clients, faster TAT and cross selling initiatives in order to increase the client base of the Area.

• Monitor lead generation & RM sales productivity metrics to drive a high-performance sales culture across the areas. 

Analyze product positioning and competition across the locations and develop the distribution network

• Scan the location market and its competitive offerings on a periodic basis, report on emerging trends and business opportunities for the mortgage segment to the head office

• Engage with retail DSA channel partners and develop a touch point management system for faster customer connectivity  

• Conduct engagement programs and sales trainings to develop channel partners

• Monitor SLAs, sales efficiencies and RoIe of channels 

• Effectively deploy schemes and prioritize sales of high revenue products and structures

Drive high levels of customer satisfaction across the location through relationship managers

• Monitor client servicing metrics, develop relationship marketing programs and motivate RMs and channel partners to display highest levels of client servicing standards

• Encourage the implementation of improved processes and best practices in order to enhance operational productivity

• Engage with key customers on a periodic to build stronger relationships, thereby contributing to faster growth

• Monitor customer issues and complaints and drive necessary action to address the same

Analyze and communicate information for better risk management and operational effectiveness to the management team

• Support the risk and review process by supervising the preparation of loan proposals and documentations to ensure controlled operations for the locations

• Liaise with the customers and the Risk team to provide regular information required for monitoring the creditworthiness of the proposals

• Prepare periodic MIS reports for profits, NPAs, new clients & report on a periodic manner to Cluster Area Heads.

Team Management & Development

• Guide and develop RMs to facilitate better customer acquisition, retention and support, and helping them to achieve superior performance standards

• Nominate teams for product, behavioral and negotiation trainings and work for self development initiatives

5)  Job Purpose of Direct Reports: Describe the job purpose of the direct report/s to the job (in 2-3 lines for each report) 

Relationship Manager –The purpose of this job is: 

1. To effectively contribute towards building the Mortgages line of business and loan book by marketing/ selling all products and solutions to potential and existing customers at targeted yields and fee through a strong distribution network 
2. To strengthen the distribution network through the identification, empanelment, and activation of able Retail DSAs through knowledge sharing and capability building. These channels will be sourced through open markets and would exclude the Corporate/National Distributors. 
3. To ensure client and channel acquisition through effective networking, organizing local area programs, direct builder network, cross-selling through group (ABG group companies) 
4. To establish and nurture strong customer relationships through effective customer management and relationships building measures and techniques
5. To leverage an understanding of local markets and preferences and facilitate structuring of loans in accordance

To ensure all necessary due diligence is conducted to prevent fraudulent loans and ensure all sales processes are carried out in keeping with internal and regulatory guidelines