Area Head - Affordable Mortgage Loans

Role/ Job Title: Area Head - Affordable Mortgage Loans

Business: Affordable Mortgage Loans

Function/Department: Affordable Mortgage Loans

Job Purpose

'This role involves leading and scaling the Affordable Mortgage business across assigned branches by formulating and executing strategies to drive business growth. The incumbent is responsible for managing operations and optimizing resources with a strong focus on cost efficiency and technology adoption. A key aspect of the role includes building strategic relationships with local dealers to position the bank as their preferred financial partner, thereby increasing business volumes. The role encompasses expanding branch presence, enhancing product penetration, and ensuring exceptional customer service delivery. It demands close coordination with product and operations teams to enable effective customer acquisition, servicing, and relationship deepening. In addition, the role is accountable for building high-performing teams, implementing effective systems and processes, and nurturing a customer-centric culture. The incumbent will also be responsible for delivering customer and employee satisfaction goals, with full P&L ownership, contributing significantly to the overarching objectives of the bank.

Roles & Responsibilities

'• Own the P&L of the assigned branches, overseeing all aspects of operations, including distribution, sales, customer service, and administration.

• Drive business performance by developing and executing region-specific strategies to achieve and surpass business goals and revenue targets.

• Ensure sustainable profitability across both asset and liability products by optimizing product mix and pricing strategies.

• Act as the custodian of people, processes, and documentation for the branches in the region, with a responsibility to ensure governance, control, and efficiency.

• Analyse market dynamics and competition, providing valuable insights and feedback to product teams for continuous improvement and innovation.

• Lead a team of RMs to drive customer acquisition, deepen existing relationships, and deliver a comprehensive suite of product services.

• Monitor loan collections and recoveries, ensuring healthy portfolio performance and minimal delinquencies.

• Ensure that pricing, processes, and policies are aligned with organizational objectives and market competitiveness.

• Collaborate with Risk and Credit teams to assess and improve portfolio quality and proactively address any risk exposures.

• Achieve key metrics including productivity, efficiency, financial performance, customer satisfaction, and compliance with regulatory standards.

• Conduct periodic field audits and customer verifications to maintain operational integrity and compliance.

• Foster relationships with individual and institutional clients to enhance loyalty and long-term engagement.

• Lead manpower planning, recruitment, and training initiatives for both on-roll and off-roll staff to build a high-performing, future-ready workforce.

• Evaluate and implement new initiatives related to products, channels, and processes to boost operational efficiency and customer convenience.

Secondary Responsibilities

'• Build team capabilities to cross-sell and upsell multiple banking products across various locations.

• Share best practices and competitive intelligence with other regions and clusters to foster knowledge exchange and consistent performance.

• Uphold high ethical standards and ensure adherence to all statutory and regulatory guidelines.

• Drive livelihood development and community upliftment initiatives, aligning with the bank’s broader social responsibility goals.

• Empower team by offering continuous training, coaching, and mentorship to enhance productivity and service quality.

• Coordinate with internal teams and departments to deliver holistic solutions to customers across the service spectrum.

Education

Graduate

Experience

5-10 Years