Location Manager - Retail Secured

Role overview

This role is responsible for leading branch-level sales, operations, customer acquisition, cross-selling, and portfolio control for the retail secured business in Delhi. The position partners with the Territory Head (Sales) to execute business plans, improve productivity, ensure governance, and support sustainable growth while maintaining strong customer experience and risk discipline.

Branch sales planning and management

• Collaborate with the Territory Head (Sales) - ABFL to build the branch sales plan and team strategy, taking into account product and market conditions, competitive pressures, and local business trends, then communicate the plan to the branch team.
• Monitor market movements, industry changes, and competitor offerings on a regular basis to keep the branch approach updated.
• Run end-to-end branch operations and performance management, including sourcing, productivity, channel effectiveness, governance, and overall operational quality.
• Track sales performance and productivity metrics, and help develop a strong, high-performance sales culture.
• Handle everyday branch administration and operational coordination.
• Prepare, review, and share periodic MIS inputs and reports covering disbursements, profitability, NPAs, market growth, and related business indicators with the Territory Head (Sales) - ABFL and team members.

Customer acquisition and engagement

• Spot local growth opportunities and lead initiatives to expand the customer base and build the desired business book size.
• Work closely with team members and support the closure of critical or complex cases to ensure customer satisfaction.
• Clearly communicate sales goals, business priorities, role expectations, and product advantages to improve team effectiveness.
• Monitor complaints and escalation cases, coordinating with the right stakeholders to ensure timely resolution.
• Implement actions arising from customer satisfaction feedback and NPS findings, in consultation with the Territory Head (Sales) - ABFL, to address priority improvement areas.
• Recommend and execute approved offers, schemes, and solutions that drive both revenue growth and cost efficiency.
• Act as an escalation contact for customer grievances, especially for important accounts, and work toward effective resolution.

Operational effectiveness

• Promote efficient processes across the full customer lifecycle, including sourcing, approval, servicing, and collections.
• Manage local distribution across channels and coordinate with senior or key stakeholders to keep operations running smoothly.
• Improve turnaround times and process efficiency by working closely with teams such as Risk, Operations, and Sales Governance.
• Strengthen performance by keeping focus on growth targets, client engagement, sales monitoring, and team support.
• Introduce better processes and best practices to raise operational efficiency, productivity, and overall business impact.

Cross-selling across ABFSG products

• Drive team initiatives aligned to the cross-selling strategy agreed with the Territory Head (Sales) - ABFL.
• Support team adoption of the cross-selling plan through communication, training, guidance, and other needed assistance.

Team and internal stakeholder management

• Coach and develop team members so they can improve customer acquisition and engagement outcomes and meet strong performance standards.
• Recommend team members for technical and behavioral learning programs and continue working on personal development as well.
• Coordinate proactively with internal stakeholders to ensure alignment and smooth execution of business objectives.

Portfolio and risk management

• Partner with Risk, Operations, and Sales Governance teams to maintain risk controls and compliance.
• Support credit approval reviews, loan sanctioning, disbursement checks, and documentation review to keep operations controlled.
• Analyze branch and city-level MIS and data analytics reports to assess financial risk.
• Help maintain compliant sales operations and stronger risk management, including timely PDD closures and collections.
• For institutional customer relationships, review account and business performance reports, work with Risk on delinquency cases, and guide the team accordingly.
• Train the team on early alert practices to reduce NPA risk and business losses.
• Maintain systematic reporting on NPAs and credit trends, and share inputs on risks that may affect portfolio quality.

Additional information

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