Executive Vice President/Program Head - SME - BFSI

Executive Vice President/Program Head

- Responsible for development, maintenance and monitoring of program with product team for business customers covering program eligibility policy & features

- Manage the portfolio covering quality, profitability and product holding

- Define benchmarks and measure portfolio health & customer engagement

- Direct responsibility for objectives set for channel and will work closely leadership & channel to maximize performance

- Design, implement & review of working model for channel incl. staffing model, branch sales process

- Review and redefine performance benchmarks for channel basis changing business requirements

- Ensuring market intelligence, carrying out competition benchmarking study and propose improvement / modification

- Focus on acquiring liabilities through SME branches and branches with staffing

- Identification of key opportunity segments for SME & focus branches to enable tapping quality business opportunities and launching new initiatives

- Understand customer service concerns and work with product team for sales /service process improvements

- Ensure Standardized customer communications and updated program papers / documentation at all times.

- Give regular feedback to Management and Channels on product / processes based on internal / external feedback and portfolio behavior v/s set benchmarks

- Initiate and drive promotional offers, campaigns in regions to increase customer acquisition / enhancement / increment in wallet share in consultation with Marketing Team

- Drive Marketing Activities at SME model branches - Brand visibility, local promotional activities, Community Events etc.

- Driving CRM, Events (Micro/Association), Hooks Strategy, Promo to ensure acquisition of customers

- Interactions and Reviews with RBL/CBL/BBLs on budget performance v/s gaps

- Branch and Customer visits to scope, understand requirements and bridge the gaps in performance.

- Work with HCM & ACE for any channel related change for Headcount, Grade, Salary Structure etc.

- Define and review role & responsibility, Goal Sheets, PBP for resources under channel

- Ensure structured on-boarding of channel resources - Welcome call to each resource along with his/her supervisor, Welcome mails to each new joinees clearly describing and explaining the role, responsibility, measurement parameters, help items etc.

- Review hiring gaps and work with regions/HCM for optimal staffing

- Ensuring Training of resources on program, processes, sales management & competition bench-marking

- Develop a Xsell Framework for channels with respective product groups and drive Xsell penetration