Relationship Manager - Housing Loans

Position Overview

The Relationship Manager role within the Housing Loans department focuses on managing the entire sales lifecycle. This entails identifying prospects through marketing activities, comprehending customer requirements, providing advisory services, negotiating loan terms, ensuring timely loan disbursement, and promoting additional banking products.

Role Objectives and Scope

• Enhance market presence by engaging branch networks, connectors, customer referrals, and marketing initiatives.
• Establish distribution channels including builder empanelment (APF).
• Manage a portfolio of approximately Rs.5 crore, progressively.
• Oversee operational and procurement costs related to manpower, marketing collateral, and systems.
• Responsible for a single product across operational branches and asset management including marketing materials and systems.

Key Responsibilities

• Achieve budgeted business targets by positioning adequate manpower across active branches and simultaneously ensuring a quality loan portfolio.
• Collaborate with bank branches and microbanking teams to increase housing loan traffic.
• Drive distribution through connector enrollment and builder empanelment.
• Meet targets for login, approval, and disbursement of housing loans.
• Meet product target splits: 65% housing loan, 15% fixed deposits, 15% savings account, and 10% standalone insurance.
• Manage collection for bounced cases ensuring zero defaults on sourced customers.
• Ensure first-time-right (FTR) processing on all loan applications.
• Promptly handle and resolve customer queries and grievances within set turnaround times (TAT).
• Maintain strong relationships with internal and external customers to foster satisfaction.
• Educate customers about all Ujjivan banking products and services.
• Reduce customer attrition by offering tailored product recommendations.
• Maintain low turnaround times according to established standards.
• Ensure full compliance and accuracy in documentation and process adherence.
• Distribute loan file flow evenly throughout the month for login and disbursal stages.
• Develop and maintain process manuals and documentation.
• Work on personal development towards eligibility for promotion to cluster manager with support from cluster and area managers.
• Complete goal setting and appraisal activities punctually.

Required Qualifications and Experience

• Graduate with 1–2 years’ experience in Ujjivan’s housing loans or Postgraduate with 6–12 months in housing loans.
• A total of 2 to 7 years’ experience in loan sales and documentation, with at least 2 years specifically in housing loans, home loans, or loan against property within an NBFC, bank, or HFC environment.
• Relevant certifications are advantageous.

Skills and Competencies

• Strong ability to build and lead teams, owning the housing loan business at the cluster level.
• Competence in marketing planning, sales promotion, and customer engagement.
• Proficiency in English (reading, speaking, writing) with good verbal communication skills; ability to read/speak regional languages is desirable.
• Solid computer literacy including use of MIS systems and lending software.
• In-depth product knowledge and training capabilities.
• Readiness to travel and relocate as business needs and career development require.
• Performance-driven and customer relations focused mindset.

Key Interactions

• Internal teams: Product and Marketing, Regional Operations, Credit, Audit, Vigilance, FCU, Area Technical Manager.
• External contacts: Legal vendors, external marketing agencies, competitors’ counterparts.

Additional Information

• Grade: M
• Department: Housing Loans
• Position Type: Full-time, Branch-based
• Reporting to: Cluster Manager - Housing Loans
• Supervises: Loan Officers - Housing Loans