About the role
Key Result Areas Supporting Actions Business Growth & Acquisition
- Achieve targets for new CUID creation.
- Drive new customer disbursements as per percentile role benchmarks.
- Ensure net growth and tonnage growth in line with branch plan.
Yield & Profitability Management
- Achieve onboarding yield benchmarks
- Drive optimal ticket size, renewal mix, and repeat customer engagement.
- Ensure cost-efficient branch operations.
Portfolio Quality & Risk Management
- Maintain auction-to-book ratio
- Ensure strict adherence to LTV, documentation quality, and purity testing protocols.
- Resolve spurious and bentex cases within defined timelines
Collections & Delinquency Management
- Deliver resolution for 0–30 DPD bucket.
- Monitor overdue accounts and perform timely follow-up.
- Support recovery actions as per internal guidelines.
Compliance, Audit & Governance
- Achieve audit score as defined, ensure closure of audit findings.
- Maintain zero-tolerance on operational deviations and regulatory breaches.
- Ensure accuracy in process, record keeping, and vault management.
Customer Service & Branch Experience
- Ensure high service quality, fast turnaround time, and seamless grievance resolution.
- Maintain branch hygiene, safety, and security standards.
People Leadership & Productivity
- Lead ABM, Gold Valuer, GLO, and CSE for daily performance.
- Conduct coaching, on-the-job training, and reviews.
- Ensure manpower productivity as per branch benchmarks
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