Job Description

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IJP - GL - Assistant Customer Relationship Manager (UB-MGL-SMGL-ACRM)

Multiple locations








Department
SOUTH MICROBANKING-GL
Job posted on
Sep 23, 2025
Employment type
Permanent

POSITION DESCRIPTION

JOB TITLE

Assistant Customer Relationship Manager

GRADE

DM-II

DEPARTMENT

Micro Banking

LOCATION

Branch Name

SUB-DEPARTMENT

TYPE OF POSITION

Full-time

REPORTS TO

Branch Manager/CRM

REPORTING INTO

NAROLE PURPOSE & OBJECTIVE Actively support acquisition of customers for Group Loans Support conversion of existing borrowing customers for liabilities. To facilitate undertaking of initiatives to retain and deepen relationship with existing customer for unsecured loans and for liabilities Responsible to maintain process quality & ensures adherence to audit and compliance standards Responsible to maintain Branch Documents Responsible for Cross Selling Responsible for overall business in absence of BM/CRM To handle Cashier and BOO's responsibility in their absence Adherence to defined set of processes and circulars Timely disbursement of sanctioned loans SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZEPortfolio Managed- approx. 10 Cr Volume of recruitment- 5-15 Staff - changes as per branch CRO budget No. of products served- Group Loan, Individual Loan, CASA, TD and TPP products Credit files for query resolution- approx. 200-500 files per month KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/ Financials

Responsible to support the sales plans for the branch for MB unsecured and secured loans To assist setting weekly/monthly targets for the team, reviews the set targets on a regular basis Responsible to support acquisition of new GL customers; conversion of customers from unsecured to secured loans (Where Applicable) Guide the CROs to enable conversion of existing borrowing customers for liabilities Support the marketing initiatives designed by products & marketing department Assess the market potential and give feedback on product modification and new product development to the regional product teams Share insights on competitor products to the regional product/marketing teams. Responsible for the overall Branch Liabilities Target and cross selling targets

Customer

Ensure customers and CROs are educated about the unsecured loans and liabilities products offered by Ujjivan. Resolve customer queries/grievances (pertaining to GL, unsecured IL, liabilities) escalated from the CROs within specified time frame

Internal Process

Oversee and facilitate collection of documents for account opening in strict adherence to KYC norms Keep abreast of the changes in policies and guidelines by RBI, ensures his/her team is educated on the changes to ensure strict adherence Responsible for correct storage of client information and any other documentation inclusive internal reports, memos etc. Oversee follow-ups with overdue customers to collect the payments Conduct customer house visits, cross verify the documents and details in the Customer Profile forms (CPF) and Loan Application forms (LAF), conduct Group Recognition Training (GRTs) Perform visits to the Center meetings to check whether they are as per the defined process Ensure CROs deposits Centre meeting cash at the nearest or collocated BCs Ensures that 100% loan utilization check is conducted by the CRO within 7 days from the day of disbursement. Daily Monitoring of form pendency and 'Till balance' To maintain smoothly operation of Branch activities in coordination with Cashier & CCR Desk Responsible for timely BOD, COB and EOD Process Should be compatible with Financial Software application Like Br.net, Finacle etc. Providing potential leads to other secured and unsecured verticals

Learning & Innovation

Coach the branch staff on unsecured loans products to support achieving targets and support them in conversion of existing customers for deposit products Resolve queries and escalations from the team in a well-defined timeframe Ensure adherence to training man-days/ mandatory training programs for self and reportees Ensure goal-setting, midyear -review and annual appraisal process happens within specified timelines for self and reportees Monitor timely completion of mandatory courses of the staff Monitor timely completion of mandatory annual leave of the staff MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational
QualificationsGraduate in Commerce/Business/Economics or related subjects with good analytical and sales skills to be considered.

Experience2-4 years of experience in MFI sales & team handling experience

CertificationsNA

Functional SkillsKnowledge on unsecured products Basic Computer knowledge (MS Office, Outlook) / Ease of technology usage Basic knowledge of accounting and finance administration desirable Is fluent in the local languages and has a working knowledge of English Knowledge of KYC/AML norms and other guidelines for liabilities

Behavioral SkillsMultiple product selling skills Willingness to travel & relocation as per business requirements and career opportunities Interpersonal skills Ability to interface (orally and in writing) with all levels of associates and customers Ability to manage teams and drive performance Training skills

Competencies RequiredBuilding Relationship Driving Change Planning & Organizing Collaboration KEY INTERACTIONS

INTERNAL

EXTERNALLiabilities sales team Branch Operations Team State HR Credit Audit Vigilance and compliance Customers

PREPARED BY: Sharanesh R

DATE: 08-02-2024

REVIEWED BY: Subho Biswas

DATE: 08-02-2024

LAST UPDATED BY: TM Team

DATE: 13-02-2024


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