Qureos Mentor

Aditya Birla Capital

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 Job Purpose
 
 
 
 To lead the development, implementation, and governance of the enterprise-wide consent management framework across all digital platforms, ensuring full compliance with regulatory requirements and internal data privacy standards. The role is responsible for driving customer trust through transparent consent communication, integrating consent workflows seamlessly into digital journeys, and enhancing data protection while enabling business efficiency and cross-sell readiness.
 
 
 
 
 Key Performance Indicators (KPIs)
 
 
 
 
 Financial / Business Impact
 
 
 
 
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 Increase in customer consent opt-in rates across digital platforms
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 Reduction in consent-related drop-offs in digital journeys
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 Contribution to cross-sell enablement through compliant data availability
 
 
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 Compliance &amp; Governance Metrics
 
 
 
 
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 % compliance with RBI, GDPR, and emerging data privacy regulations
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 Number of compliance breaches or audit observations (target: zero)
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 Timely implementation of regulatory updates within defined SLAs
 
 
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 Customer &amp; Experience Metrics
 
 
 
 
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 Customer consent satisfaction/clarity score (measured via feedback or surveys)
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 Improvement in customer trust indicators (lower opt-out, higher engagement)
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 Turnaround time for customer consent modification or revocation requests
 
 
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 Process &amp; System Integration Metrics
 
 
 
 
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 Integration success rate of consent systems across apps and platforms
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 Uptime &amp; performance adherence of consent management system (&gt;99%)
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 Accuracy of customer consent data captured and reflected across systems
 
 
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 Capability &amp; Collaboration Metrics
 
 
 
 
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 Timeliness and effectiveness of coordination with Content SPOC and digital teams
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 Number of enhancements driven in consent frameworks based on customer or regulatory inputs
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 Stakeholder engagement and adoption rate of updated consent processes
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Customer Consent Manager

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 Role Summary:
 
 To lead the development, governance, and execution of content strategies across Aditya Birla Capital Digital&rsquo;s digital and physical customer touchpoints. The role ensures all customer communications are clear, consistent, and aligned with brand and regulatory standards. The Content Manager will work closely with the Consent Management &amp; Customer Experience team to ensure all communication adheres to data privacy norms and consent protocols while enhancing customer engagement and trust.
 
 
 
 Key Challenges for the Role
 
 
 
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 Content Compliance &amp; Collaboration: Ensuring all communication aligns with brand guidelines, data privacy laws, and customer consent preferences through close coordination with the Consent Management team.
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 Multi-Channel Consistency: Managing tone, messaging, and accuracy across diverse channels &mdash; app, email, SMS, website, and physical touchpoints &mdash; while maintaining a unified customer experience.
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 Speed &amp; Agility: Enabling faster content delivery for business teams without compromising compliance or quality.
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 Governance &amp; Measurement: Implementing review and approval processes to maintain high standards, and tracking communication effectiveness through engagement metrics.
 
 
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 KPI
 
 
 
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 Content Strategy &amp; Governance - Develop and implement a content governance framework ensuring accuracy, compliance, and brand alignment across all customer-facing communication.
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 Cross-Functional Collaboration - Partner with the Consent Management &amp; Customer Experience team to ensure all communications meet data privacy and consent requirements. Work with Product, Marketing, and Legal for seamless alignment.
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 Content Creation &amp; Delivery - Oversee the development of customer communication for digital channels (SMS, email, in-app, website). Ensure clarity, accessibility, and tone alignment with brand voice.
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 Measurement &amp; Optimization - Track engagement and performance of communications, conduct A/B tests, and provide insights for improvement. Maintain a repository of approved content and templates.
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 Training &amp; Awareness - Conduct content compliance workshops with business and product teams to ensure awareness of brand and regulatory standards.
 
 
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 Relationships with stakeholders
 
 
 
 
 Internal
 
 
 
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 Consent Management &amp; Customer Experience Team: Weekly - Collaborate on ensuring customer communication complies with consent and privacy regulations, co-develop customer education messages on data usage, and support audit readiness.
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 Product, Marketing, and Legal Teams : Weekly - Coordinate on campaign content, ensure brand consistency, and align messaging with business goals and compliance guidelines.
 
 
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 External
 
 
 
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 Creative Agencies / Vendors - As required - Manage creative content development, ensure adherence to tone and regulatory norms, and maintain timelines for campaign execution. Align field execution with strategic priorities and business goals through clear accountability frameworks.
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Content Governance Manager

<div>
 
 
 Job Purpose
 
 
 
 
 The purpose of this job is to plan area (city/ branch) sales and business growth with the Regional Head (Sales) and achieve set targets through the team while complying with sales processes and guidelines at all times. It takes joint approval decisions with Risk counterpart as per approval matrix, and works with Risk, Operations and Sales Governance teams to ensure portfolio health. It works to support business profitability by addressing underperformance, adopting process improvements, capitalizing on channel optimization opportunities, etc. It intervenes as required in specific cases/ exceptions and helps address bottlenecks for the achievement of sales targets, hand-holding team members on complex cases. It also drives cross-selling across ABHFL and ABFSG products/ solutions as per regional plans and unique client requirements.
 
 
 
 Job Context &amp; Major Challenges
 
 
 
 Organizational Context
 
 
 
 Key Aspects:
 
 
 
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 Part of the Aditya Birla Financial Service Group (ABFSG), Aditya Birla Housing Finance Limited (ABHFL) is registered with the National Housing Bank as a housing finance company under the National Housing Bank Act, 1987. The company offers a complete range of housing finance solutions such as home loans, home improvement and home construction loans, balance transfer and top-up loans, loans against property and construction finance. The company acquired its license on 9th July 2014 and has aggressive growth plans.
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 ABHFL operates in the Rs. 11.4 trillion Indian Housing Finance market, which has grown at a steady rate of 17% CAGR over the last 3 years while reporting good asset quality despite challenges in the operating environment. While the industry is dominated by five large groups, there has been an emergence of newer entrants in niche segments like affordable housing and self-employed borrowers, given the high potential in these segments. Despite increased focus by banks, HFCs have been able to maintain their share in the mortgage market and has remained stable at ~37% as on December 2015.
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 The ABHFL Sales organization works broadly with 3 customer segments &ndash; retail (individual) customers, institutional customers (for retail and institutional loan consumers) and builders (for both retail tie-ups and construction finance), with a major share of the business coming from retail customers. Client segments can also be divided into Salaried and Self employed, with both of these having very different preferences and needs.
 
 
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 Job Context
 
 
 
 Key Aspects:
 
 
 
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 Providing housing finance (to buyers), Loan against Property, Commercial Property Purchase, Lease Rental Discounting and Construction Finance (to builders) solutions, ABHFL caters to a diverse range of customer segments through its various service offerings. Additionally, being predominantly retail driven, the business is characterized by high volume of loan transactions and customer relationships. As a result, ABHFL business performance is strongly impacted by people, process and organizational efficiencies, alongside core business drivers such as product/ solution quality, channel and customer relationship management and risk management.
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 While unit of sizing up the business is its loan book size, profitability and minimized delinquency are also key business objectives.
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 Higher cost of funding impacts profitability as well as competitiveness of loan rates that can be offered to clients
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 For retail customers, identifying and acting on relevant needs for target demographics/ customer segments/ etc., in an efficient manner ensuring process, statutory and regulatory compliance at all times, are key for building business performance and sustainability.
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 For institutional/ builder customers, understanding and addressing complex business requirements via proactive relationship management and customized solution fitment, while ensuring compliance at all times, are important to gain competitive advantage in this segment.
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 The AH (Sales) &ndash; ABHFL is responsible for achieving sales targets as agreed with the RH (Sales) &ndash; ABHFL, in terms of targeted book size, profitability, growth &amp; customer service objectives.
 
 
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 Key Challenges
 
 
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 To create a sales operating plan with the team, considering local factors impacting business, such as competitor presence, existing relationships, new prospect opportunities, etc., aimed at achieving sales targets
 
 
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 Key Result Areas
 
 
 
 
 KRA (Accountabilities) (Max 1325 Characters)
 
 
 Supporting Actions (Max 1325 Characters)
 
 
 
 KRA1 Branch Sales Planning &amp; Management o Work with RH (Sales) - ABHFL on devising the branch sales plan and team approach for achieving targets, considering product-environmental factors, competitive forces and local trends, and cascade the same to the branch team(s)
 
 
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 Track industry and market developments, scanning the local market and competitive offerings on a periodic basis
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 Oversee end to end branch operations and
 
 
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 KRA2 performance, covering all aspects such as sourcing, effectiveness, governance, productivity, channel management, etc.
 
 
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 Report on and direct teams basis emerging trends and opportunities
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 Manage day-to-day branch operations and administration
 
 
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 Provide data for, compile and review periodic MIS reports for disbursements, profitability, NPAs, market expansion, etc. and communicate to RH (Sales) - ABHFL as well as to team members
 
 
 KRA3 Customer Acquisition/ Engagement o Identify local business growth opportunities, drive expansion and new customer acquisition initiatives to create a book of targeted size
 
 
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 Work closely with team members, hand-holding critical/ complex transactions to ensure favourable closure with customer satisfaction
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 Communicate sales targets and provide team members clarity on business goals, role expectations, product characteristics and USPs to enhance effectiveness of sales efforts
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 Track cases in the complaint tracker/ escalations received, liaising with relevant stakeholders as required to drive satisfactory closure
 
 
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 KRA4 o Deploy efforts/ initiatives in consultation with RH (Sales) &ndash; ABHFL, arising from customer satisfaction survey and resulting NPS (Net Promoter Score), targeting identified focus areas
 
 
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 Propose and deploy approved solutions and schemes to drive sales and enhance profitability, ensuring dual focus on sales expansion and cost optimization
 
 
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 Serve as a point of escalation and manage customer complaints/ grievances effectively, intervening especially for key relationships
 
 
 KRA5 Operational Effectiveness o To drive adoption of efficient business processes/ operations across the Customer Lifecycle (Sourcing, Approval, Servicing, Collections)
 
 
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 Manage local distribution across channels, interfacing with senior/ critical partners/ stakeholders as required for smooth operations
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 Drive process efficiencies and faster TATs through interfacing with stakeholders across processes and functions (Risk, Operations, Sales Governance) and efficient operations
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 Drive high performance by reinforcing focus on business and sales growth objectives, effective client engagement, monitoring sales operations and productivity metrics, and providing support and guidance as required
 
 
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 Drive the implementation of improved processes and best practices in order to enhance operational effectiveness, productivity and overall business impact
 
 
 KRA6 Team and Internal Stakeholder Management o Guide and develop team members for enhanced customer acquisition and engagement efforts, helping them achieve superior performance standards and hand-holding where required
 
 
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 Nominate teams for relevant technical and behavioral trainings/ seminars and work on self development initiatives
 
 
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 Proactively liaise with internal stakeholders for smooth cross-functional coordination and alignment towards achievement of business objectives
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Area Sales Manager - Retail

Area Sales Head - SME Tier 1 - Bangalore

<div>
 
 Job Purpose
 
 
 
 The purpose of this job is to acquire and grow the lending book for the SME segment for the assigned geography. The role entails both identification of newer customer segments, as well as strengthening existing customer relationships through continuous engagement and ensuring customer retention on the lending platform
 
 
 
 Job Context &amp; Major Challenges
 
 
 
 Organizational Context
 
 
 Aditya Birla Finance Limited ("ABFL"), a lending subsidiary of Aditya Birla Capital Limited is among the leading well-diversified non-banking financial services company in India. ABFL offers customized solutions in areas of personal finance, mortgage finance, SME finance, corporate finance, wealth management, debt capital markets and loan syndication. ABFL is registered with RBI as a systemically important non-deposit accepting non-banking finance company (&ldquo;NBFC&rdquo;) and is amongst the top five largest private diversified NBFCs in India based on AUM
 
 
 For the Quarter ended 31st December 2019, ABFL has a lending book of Rs. 479.33 billion and a net worth of Rs. 80.89 billion. ABFL&rsquo;s long-term credit rating of AAA (Stable) has been reaffirmed by ICRA in November 2019. ABFL also has long-term credit rating of AAA (Stable) by India Ratings, Perpetual debt credit rating of AA+ (Stable) by ICRA and AA+ (Stable) by India Ratings (Stable) and short-term credit rating of A1+ by ICRA &amp; India Ratings.
 
 
 The SME vertical specializes in funding all kinds of Indian business legal entities (private limited, public limited, proprietorships etc.) with a turnover of 500 Cr or more. The average ticket size of this lending is 5cr. .
 
 
 The fact that the Vertical is sector agnostic and coupled with the dependence on the cash flows of its borrowers for recovering its dues requires all its personnel to have a very high credit appraisal skill set. Despite the Corporate Finance industry being materially large in size, given the ultra-high competition in this field from other financial institutions including banks who have greater access to cheaper funds translates into the sales personnel being required to have superior sourcing and negotiation skills. Additionally, the treadmill rolling nature of a sizeable portion of its business (short term repayments), the business requires high energy, ability to build deep relationships and market knowledge.
 
 
 Job Context
 
 
 
 Key Aspects
 
 
 
 The EB &amp; WM function is engaged in funding short term, medium term and long-term working capital needs of SMEs via a suite of customized short and long tenured products.
 
 
 While unit of sizing up the business is its loan book size, profitability and zero tolerance on delinquency are key business objectives
 
 
 Strong understanding of business finance, loan structuring methods and credit administration are key to building credibility with customers and gaining competitive advantage
 
 
 Understanding of local market patterns such as specific occupations/trade, industries at play, local financial and investment preferences and practices important to gain competitive advantage while structuring loans and identifying leads.
 
 
 Key Challenges
 
 
 Increase the market share in targeted locations against competition
 
 
 Constantly upgrade financial, know-how of self on loan structuring methods and business financials in order to build credibility with customers
 
 
 Stay abreast with the recent market trends and local market preferences and needs
 
 
 Ensure credit quality and carry out effective portfolio selection and pre-screening to minimise risk of NPAs
 
 
 To ensure complete safety of financed amount through post sanction surveillance by maintaining strong client relationships and monitoring collaterals
 
 
 
 Key Result Areas
 
 
 
 
 KRA (Accountabilities) (Max 1325 Characters)
 
 
 Supporting Actions (Max 1325 Characters)
 
 
 
 KRA1 Sales Growth Achieves sales targets through:Driving pipeline funnel to achieve book size and market share
 
 
 Monitors local market trends and competitive offerings &amp; identifies opportunities for business expansion for the region
 
 
 Ensures minimal client attrition through strong client engagement activities
 
 
 Engages with the investment bankers, chartered accountants and brokers in the for sourcing new business on a regular basis
 
 
 Raises escalation on delinquent cases/ potential NPAs and closely monitors these through the team for collection dues.
 
 
 Tracks key accounts in the portfolio about health of the business and potential early warning signs of NPAs
 
 
 KRA2 Client Acquisition
 
 
 &amp; Relationship
 
 
 Management Acquisition of new clients
 
 
 Increases quantum of area business through strong focus on cross-selling initiatives &amp; innovative product mixes.
 
 
 Cultivates a deeper customer bonding by ensuring faster TATs in collaboration with the Credit analysts, enabling the use of technology to improve operational efficiencies &amp; responsiveness in customer service to ensure retention of existing customers.
 
 
 KRA3 Disbursal-Timely disbursement of the loans to customers with proper documentation Coordinate with internal stakeholders to process the applications
 
 
 Coordinate with internal teams and respond to their queries to ensure timely &amp; accurate disbursal
 
 
 Complete transactions with customer with appropriate documentation
 
 
 KRA4 Market Intelligence-Gather market intelligence towards evolving competitive business strategy, policies &amp; processes Gather market intelligence on a regular basis
 
 
 Share the market intelligence with the Area Sales Manager
 
 
 KRA5 Portfolio quality, Profitability--Maintain quality of portfolio to minimize NPAs, Implement measures to ensure profitability Track over-due account daily for the business
 
 
 Intervene to ensure collection for initial overdue accounts on timely basis
 
 
 Ensure profitability by right pricing, processing fees
 
 
 Implement all cost management initiatives on a timely &amp; accurate basis
 
 
 KRA6 Organisation Process Efficiency-Implement process improvements to ensure process efficiencies Adhere to all processes for pre &amp; post sourcing processes
 
 
 Provide inputs to Area Sales Manager for Sales MIS
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Senior Relationship Manager- Mid Market & Supply Chain - Ahemdabad

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 Key Result Areas
 
 
 
 Supporting Actions
 
 
 Sales Productivity
 
 
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 Driving topline in the assigned productivity
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 Achieving business targets
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 Maintaining a healthy product mix
 
 
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 New Customer Acquisition
 
 
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 Increase customer acquisition in the assigned territory
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 Acquire new customers while identifying cross-sell and up-sell opportunities with existing customers and increasing no of products sold per customer
 
 
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 Operational Effectiveness
 
 
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 Track and ensure efficient business processes/ operations across the Customer Lifecycle (Sourcing, Approval, Servicing, Collections)
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 Drive process efficiencies and faster TATs through interfacing with stakeholders across processes and functions (Risk, Operations, Sales Governance)
 
 
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 Adopt improved processes and best practices in order to enhance operational effectiveness, productivity and overall business contribution of DSAs for ABHFL
 
 
 Market Intelligence &amp; Competition Awareness
 
 
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 Keep a close watch on the market to tap into new business opportunities
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 Continuous monitoring of the competition and its products/activities/engagements/strategies to stay ahead of the competition
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 Keep sharing market/competition updates to the seniors and management to help the company informed and stay ahead of competition
 
 
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 Self Development
 
 
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 Invest in self learning and capability building
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 Leverage online/offline learning and development platforms for sef development
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Area Sales Manager - Surat

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